CCNG

NOVEMBER 29, 2023

There are five key performance indicators you should track to make sure your contact center operations are aligned with customer expectations. There are myriad metrics and indicators that an organization can monitor to measure contact center performance. And while each has its place and can add more detail to a big picture view, the following five are the best for signaling if contact center operations are aligned with customer expectations and that the levels of service being provided by your

Metrics 195

Metrics Contact Center Average Handle Time Surveys 195

Callminer

NOVEMBER 29, 2023

Despite increased investments in AI, concerns about AI risks are also prominent. Read this blog to learn about examples of responsible AI, showcasing how to use the technology while minimizing risk.

Technology 315

Technology 315

AWS Machine Learning

NOVEMBER 29, 2023

Data preparation is a crucial step in any machine learning (ML) workflow, yet it often involves tedious and time-consuming tasks. Amazon SageMaker Canvas now supports comprehensive data preparation capabilities powered by Amazon SageMaker Data Wrangler. With this integration, SageMaker Canvas provides customers with an end-to-end no-code workspace to prepare data, build and use ML and foundations models to accelerate time from data to business insights.

Engineering 102

Engineering Big data Customer centricity Education 102

kommunicate

NOVEMBER 29, 2023

Last Updated on November 29, 2023 In a large enterprise, the role of a Product Manager emerges as a linchpin for success. A PM is someone who paves the path for the growth of the product and turning into a cash cow for the business. Marty Cagan, in his seminal work “Inspired,” succinctly captures the [.] The post How To Resolve Customer Experience Issues As A Large Company’s Product Manager appeared first on Kommunicate Blog.

Management 98

Management Customer Experience Enterprise 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

Surveys

Select VoiceCom Blog

NOVEMBER 29, 2023

Today, businesses have a lot on their plate. It’s challenging enough to provide excellent products and services, maintain standing, and continue development. But now, they must also consider expanding and improving their services without going over budget and compromising quality. These challenges made business process outsourcing (BPO) increasingly prominent.

outsourcing 98

outsourcing Business Process Outsourcing Government Telecommunications 98

Fonolo

NOVEMBER 29, 2023

Active listening is an essential skill for contact center agents for one very good reason: customers want to be heard. Come to think of it, everybody wants to be heard! Of course, customers want a lot of other things , too. They want answers to questions, speedy service, the opportunity to solve their own problems quickly using self-service, and the option to talk to an agent when the going gets tough. ( Call-backs are great for bridging the gap between self-service and live calls, by the way

Contact Center 87

Contact Center Airlines Self service Healthcare 87

Joe Rawlinson

NOVEMBER 29, 2023

The process of obtaining medications from distributors is a crucial but often overlooked aspect of pharmacy operations. Although patients only see the end result of receiving their prescription drugs, the journey those medications take from manufacturer to distributor to pharmacy is complex. Understanding how pharmacies acquire the medications they dispense can provide valuable insight for pharmacy owners and staff.

Healthcare 78

Healthcare Sales Consulting Consulting 78

LiveVox

NOVEMBER 29, 2023

Protecting customer and company data poses a growing challenge in today’s fast-evolving digital landscape. As remote work has become a norm, organizations encounter new obstacles in identifying and authenticating users beyond their firewalls. This heightened exposure can bring increased vulnerability to network and system weaknesses, as well as potential compromises for organizations with traditional approaches. […] The post Secure Your Contact Center Operations with a Zero-Trust Framework

Contact Center 88

Contact Center Management 88

Nuance

NOVEMBER 29, 2023

… How University of Michigan Health-West improved clinician wellbeing Read More » The post How University of Michigan Health-West improved clinician wellbeing appeared first on What’s Next blog.

Healthcare 86

Healthcare 86

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

AWS Machine Learning

NOVEMBER 29, 2023

In today’s rapidly evolving landscape of artificial intelligence, deep learning models have found themselves at the forefront of innovation, with applications spanning computer vision (CV), natural language processing (NLP), and recommendation systems. However, the increasing cost associated with training and fine-tuning these models poses a challenge for enterprises.

Engineering 84

Engineering Construction Scripts Enterprise 84

Tethr

NOVEMBER 29, 2023

See why businesses are shifting to digital customer service and how conversation intelligence improves the omnichannel service experience.

Customer Service 90

Customer Service 90

Cisco - Contact Center

NOVEMBER 29, 2023

In the fast-paced digital age, electronic waste, commonly known as e-waste, has emerged as a formidable environmental challenge.

Technology 98

Technology 98

IdeasUnlimited

NOVEMBER 29, 2023

IdeasUnlimited, a distinguished player in the Business Process Outsourcing (BPO) and call center services sector, has consistently demonstrated excellence in delivering top-tier solutions to its clients. With a strong commitment to quality and client satisfaction, IdeasUnlimited has become a prominent name in an industry that demands precision, adaptability, and unmatched service delivery.

Business Process Outsourcing 59

Business Process Outsourcing industry standards Call Center outsourcing 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

Cisco - Contact Center

NOVEMBER 29, 2023

Imagine a world where AI not only complements but significantly transforms federal operations.

Government 96

Government 96

Hodusoft

NOVEMBER 29, 2023

HoduSoft Shines Bright with Omnichannel Excellence Award at NXTGEN BPO CONFEX 2023 HoduSoft has been awarded the prestigious “ Omnichannel Excellence in Contact Center Solutions ” award at the NXTGEN BPO CONFEX & AWARDS 2023 in recognition of its outstanding service in the field of contact center solutions. This recognition highlights HoduSoft’s commitment to innovation and offering advanced contact center solutions to empower businesses to deliver exceptional customer expe

contact center solutions 52

contact center solutions Contact center software Business Process Outsourcing Contact Center 52

Cisco - Contact Center

NOVEMBER 29, 2023

Observability is high on the agenda of every C-Suite technology discussion, and for good reason.

Technology 90

Technology 90

Amplifai Coaching Category

NOVEMBER 29, 2023

Understanding the Gartner® Hype Cycle™ and the role of Everyday AI in Contact Centers is crucial to pinpoint and choose the best AI-powered solutions that drive productivity, efficiency, and ultimately revenue.

Contact Center 52

Contact Center 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

Cisco - Contact Center

NOVEMBER 29, 2023

As the world faces complex challenges, universities have emerged as vital institutions for innovation, talent and knowledge creation.

Education 71

Education 71

Babelforce

NOVEMBER 29, 2023

Call queues are a universally dreaded aspect of calling customer service. No one likes to wait in line, whether it’s at the grocery store or on the phone with customer support. But why do we hate waiting so much? What is it about being in a call queue that makes us feel irritated, frustrated, and downright angry? As it turns out, some scientists have gone out of their way to study the psychology behind our hatred of waiting – and we’ve got some answers for you.

Wait times 52

Wait times Call Center Technology Management 52

Cisco - Contact Center

NOVEMBER 29, 2023

On November 27, the European Council adopted the EU Data Act.

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98

CSM Magazine

NOVEMBER 29, 2023

In the changing landscape of business operations, it is crucial to find ways to streamline processes and increase efficiency. One area that often poses challenges for companies is payroll management. Keeping track of employee wages and generating paystubs can be time-consuming and prone to errors if done manually. However, by integrating generators with accounting software, businesses can simplify their payroll process, save time, and minimize the risk of discrepancies.

Accountability 52

Accountability Self service APIs Government 52

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 29, 2023

Zero Trust Network Access (ZTNA) is a secure remote access service. It verifies remote users and grants them access to the right resources at the right times based on identity and context policies.

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52

24-7 InTouch

NOVEMBER 29, 2023

IntouchCX’s sophisticated trust and safety solutions streamline customer support and case resolution processes for gig economy brands. Our expertise allows us to deliver exceptional customer experiences while strengthening rideshare marketplace safety. A leading North American ridesharing company in the gig economy industry needed our help resolving complaints quickly and accurately and improving their trust and safety processes.

Customer Support 52

Customer Support Customer Experience 52

Calltools

NOVEMBER 29, 2023

Interactive voice surveys (IVR surveys) are one easy and effective way for your call center to gather useful insight about the customer experience. This automated phone survey allows customers to respond to a series of questions by using their phone’s dialing pad. In most cases, contact centers will use IVR surveys at the end of the call, allowing customers to voice their opinions directly after working with a call center agent.

Interactive Voice Response 52

Interactive Voice Response Surveys Contact Center Call Center 52

Cisco - Contact Center

NOVEMBER 29, 2023

Melbourne’s weather in December makes it an especially lovely time to visit.

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Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

Journey mapping

Vistio

NOVEMBER 29, 2023

The research is in, and the results are positive. According to a A 2022 Gallup poll, best friends at work are good for business.

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Cisco - Contact Center

NOVEMBER 29, 2023

This blog was guest authored by Sean Curtis , Director, Technology Experiences with Cisco.

Technology 75

Technology Transportation 75

Anexa BPO

NOVEMBER 29, 2023

Your CX software solutions should improve results and provide a competitive advantage. Unfortunately, today, software vendors often sacrifice perfect code to deliver a speedy software solution, leading to “technical debt.” Technical debt slows the progress of SaaS and increases costs related to issues such as buggy software, increased maintenance, extended deadlines, and software patches.

Customer centricity 40

Customer centricity SaaS Engineering Enterprise 40