OctopusTech
DECEMBER 21, 2023
Organizations are always looking for new and creative methods to improve their operations and remain ahead of the competition in the modern business world. Outsourcing is one tactic that has been more popular recently, especially in the call center services industry. Numerous advantages come with outsourcing call centers, including increased productivity and significant cost reductions.
Beyond Philosophy
DECEMBER 21, 2023
I’m obsessed with AI at the moment. Luckily, the rest of the world seems to be, also. One area that will feel the influence of AI keenly is customer market research. I thought we could discuss this here today since it likely affects many of you readers, too. A recent article by Qualtrics, “ AI Will Reinvent the Market Research Industry ,” had a couple of stats I wanted to share with you today, which include: 83% of researchers see AI as an industry opportunity, and 7% see it as a threat. 2
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Callminer
DECEMBER 21, 2023
The experience your customers have with your customer service center can have positive and negative impacts. Read this blog to learn how what customers expect our of their contact center experience.
TechSee
DECEMBER 21, 2023
The latest technologies, trends & insights about Customer Service & Support of Things, for contact center and field service professionals.
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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.
VirtualPBX
DECEMBER 21, 2023
As we eagerly approach the climax of our countdown, the air is charged with anticipation. In these final days, we’re thrilled to unveil the countdown with game-changing features, particularly the revolutionary Advanced Call Reports. This culmination promises unmatched insights into call patterns, customer sentiments, and agent performance, empowering you to optimize your communication strategies like never before.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
LiveVox
DECEMBER 21, 2023
Creating an effective AI strategy for your contact center is essential for driving growth and fostering innovation. Artificial intelligence has the potential to improve service delivery, optimize agent performance, and streamline internal processes. However, navigating the rapidly evolving AI environment can be challenging. By Nick Morris, Senior Director of Data Analytics, LiveVox To ensure your […] The post Developing an Agile and Future-Proof AI Strategy for Your Contact Center appeared
Cyara
DECEMBER 21, 2023
Voice over Internet Protocol (VoIP) refers to the process of voice being compressed and then transmitted over the internet to a receiver. At the receiving end it is decompressed back into an audible voice.
Outsource Consultants
DECEMBER 21, 2023
No one is more excited for the ongoing holiday breaks than you – but, as a call center leader, the holidays often spell operational anxiety too. This time of year is crucial for many industries. With spikes in holiday shopping and travel, eCommerce and hospitality sectors see a huge jump in BPO needs. Plus, businesses in banking, financial services, and others are busy wrapping up the year and prepping for the next.
Global Response
DECEMBER 21, 2023
Can help desk outsourcing really make a difference on customer satisfaction? Help desk requests may seem like a small (although often bothersome) task. Whether you get tons of help desk requests or just a few, dealing with them often causes a lot of frustration to your customers—which is compounded if they can’t get quick and efficient resolution. An outsourced help desk allows you to provide always-on, effective support to your customers, while freeing up time for your in-house team to focus o
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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
Hodusoft
DECEMBER 21, 2023
Leveraging Advanced Call Center Software- Enhancing FCR in Banks and Financial Institutions Witness the evolution of the banking and financial landscape as it progresses into a new era of customer service excellence, driven by cutting-edge technology and real-time statistical insights. In today’s highly competitive business world, the demand for flawless customer support has stimulated transformative advancements.
Global Response
DECEMBER 21, 2023
Customer service outsourcing is a huge industry, resulting in approximately $525 billion dollars of spend every year, in fact. But if you’re not outsourcing your customer service yet, it may seem like a big project that’s not necessarily worth the investment. For example, many companies who haven’t outsourced customer service before wonder: How can I find a partner that really understands my customers and meets my needs?
Cisco - Contact Center
DECEMBER 21, 2023
The end of the year and the start of the next is always a time of retrospection and celebration.
Global Response
DECEMBER 21, 2023
Today’s customer expectations are higher than ever, and that’s just as true when it comes to help desk support as general customer service. As a result, more and more companies are turning to outsourcing to manage their help desk service. And doing so is a great idea. Outsourcing your help desk can deliver massive benefits, such as: reduced operating and overhead costs improved service levels more consistent service delivery improved flexibility and scale greater customer satisfaction more
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.
ChurnZero
DECEMBER 21, 2023
Designing a successful post-sale strategy requires choices, says CXology’s Tim Conder. Without making those choices upfront, you’ll find it hard to create a good customer experience and scale it, and you’ll easily fall into the chaotic trap of “doing what it takes”. To make the right choices, however, you need a deep understanding of what your customers need and expect from you.
Global Response
DECEMBER 21, 2023
As onshoring—or domestic outsourcing—continues to grow in popularity, many companies are wondering if it’s worth investing in domestic outsourcing help, especially considering that it’s generally more expensive than offshoring. Is the investment worth it? For many companies, onshoring has a number of benefits compared to offshoring, including: higher levels of collaboration due to more similar time zones easier ability to visit and interact with call center and employees stronger cultural a
Inbenta
DECEMBER 21, 2023
In the last few years, chatbots have dramatically changed the way they operate and provide service to customers. They’ve gone from basic informational interfaces to complex solutions able to communicate with third-party systems. These changes, together with improvements in technology, have had a significant impact on self-service performance. What does this mean for businesses using an advanced, capable chatbot based on conversational AI?
Global Response
DECEMBER 21, 2023
Does customer service really impact how your audience views your brand? According to the data, the answer is very clearly yes. Take a look for yourself: 3 out of 5 customers say that good customer service is necessary for them to feel loyal to a brand. 93% of customers are more likely to remain loyal to companies who have great customer service. 83% of consumers say they feel more loyal to brands who quickly resolve their concerns and complaints.
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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.
Inbenta
DECEMBER 21, 2023
DALLAS – August 8, 2023 – Inbenta, an AI platform purpose-built to optimize customer experience, today announced the launch of an extensive Generative AI integration that will allow companies to develop and organize their content instantaneously, with minimal effort, and in a manner that supports the opportunity for oversight and increased compliance.
Vistio
DECEMBER 21, 2023
In today’s digital age, where automation and AI rapidly transform industries, the human touch remains irreplaceable. This is especially true in the realm of customer service, where call center agents play a pivotal role.
Inbenta
DECEMBER 21, 2023
Inbenta expands its customer experience platform beyond text, adding step-by-step tutorials to address changing consumer preferences DALLAS – August 15, 2023 – Inbenta, an AI platform purpose-built to optimize customer experience, today announced its acquisition of Horizn, a provider of easy to embed interactive product demos, further expanding Inbenta’s customer experience platform.
CSM Magazine
DECEMBER 21, 2023
Australia has consistently attracted enthusiastic gamblers, especially those fond of engaging in real money pokies. With the continuous evolution of the online gaming scene, players actively search for platforms that not only provide exciting gaming encounters but also guarantee a secure and gratifying atmosphere. Within this article, we examine the criteria that establish the best real money pokies Australia.
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!
Inbenta
DECEMBER 21, 2023
Generative AI has caught the attention of consumers and businesses the world over. Many see Generative AI as a revolutionary new way to create novel content, speed up content development timelines, and act as a sorting tool capable of surfacing answers instantly. According to a recent report, more than 80% of Fortune 500 companies had teams actively using ChatGPT, a Generative AI platform. [1] Generative AI has also been the subject of increasing media and regulatory scrutiny.
kommunicate
DECEMBER 21, 2023
Last Updated on December 21, 2023 In the age of empowered customers, delivering exceptional service is no longer optional, it’s the key to driving loyalty and success. When customer service is prioritized, companies enjoy a ton of benefits: more loyal customers, more positive reviews, and more revenue. And that’s why focusing on customer service is [.
Inbenta
DECEMBER 21, 2023
RESOURCES Webinars Chatbot AI for Enterprise: Secrets to Enhancing Customer Experience While Maintaining Compliance AI is reshaping how businesses engage and communicate with their customers. While many have embraced AI, others are struggling to find a place for automation to effectively lower customer support costs and increase sales. Join the AI for Enterprise webinar hosted by Inbenta at 2 PM ET, Thursday, November 9 and uncover the secrets to enhancing customer experience while maintaining
Cisco - Contact Center
DECEMBER 21, 2023
This year, my family (including the dogs) loaded up the car and drove into the beautiful Oregon mountains to cut down a Christmas tree.
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
Inbenta
DECEMBER 21, 2023
Artificial Intelligence (AI) represents a significant technological advancement that is increasingly becoming a part of our daily lives due to the convenience and improvements it offers. The importance of this new technology across various sectors is undeniable, but it’s equally important to address the ethical and legal challenges it poses. In response to these challenges, on April 21, 2021, the European Commission presented a bill proposing an ambitious legal framework to regulate the us
The Petrova Experience
DECEMBER 21, 2023
Last week The Petrova Experience, like many companies, hosted our holiday party. In good customer experience fashion, we put significant effort into finding the perfect location. We agonized over the details of choosing the perfect food. And we made it an imperative to find a team that delivered excellent customer service. We train hospitality teams, and we foster hospitality mindsets for clients inside and outside of the hospitality industry.
Inbenta
DECEMBER 21, 2023
Companies applying AI need to take compliance seriously. The White House’s Executive Order on the Safe, Secure, and Trustworthy Development and Use of Artificial Intelligence , released on October 30, 2023, signalled a new regulatory regime for the fast-growing field of AI. The order establishes guidelines for AI privacy, governance, and compliance, among other areas, along with the promise of further regulation to come.
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