Brad Cleveland Blog

JULY 13, 2023

In the 1960s, as mainframe computers were entering the business world and inspiring much awe, sociologist William Bruce Cameron observed that wouldn’t it be nice if everything could be represented in numbers and run through an IBM machine? But he warned, “Not everything that counts … Continue reading → The post Counting What Counts: Pitfalls of Service Metrics in Customer Service appeared first on Brad Cleveland.

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Beyond Philosophy

JULY 13, 2023

Organizations are making a common mistake with AI. From a strategic standpoint, organizations are losing opportunities to improve their ability to enhance their Customer Experiences with this impressive and impactful technology and, well,…building them wrong. Changing the strategy could create a significant competitive advantage. For example, a large telecom company designed an AI system to identify customer churn.

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BlueOcean

JULY 13, 2023

Every year, this national sports association holds their annual pro championships. However, along with everything else in the world, the pandemic forced them to cancel the 2020 event. In 2021, the championship went forward but with many restrictions. By 2022, fans were starved for action. As a result, record numbers of attendees and, consequently, record-high inbound customer service volume were projected for the 2022 championships.

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Momentum Telecom

JULY 13, 2023

Acquisition Enhances Momentum’s Geographic Reach and Expands Managed Network Business while Delivering New Opportunity in the Financial Technology Sector ATLANTA – July 13, 2023 – Momentum , a leading global provider of managed cloud services and next-gen managed network solutions, today announced that it has entered into a definitive agreement to acquire Asset Black , a Savannah, Ga.

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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.

TeamSupport

JULY 13, 2023

Who's the most famous bot of all time? Arguably, R2-D2 as the beloved, fictional Star Wars droid. But these days, there’s a very real, very talked about “bot” in our midst that people are eager to use: ChatGPT. With the advent of this solution, a massive wave of influence has sparked, prompting businesses everywhere to explore ways to leverage AI of this nature.

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Cisco - Contact Center

JULY 13, 2023

As we celebrate the 30-year anniversary of the Cisco Certified Internetwork Expert (CCIE) certification and 20 years of the CCIE Collaboration certification, we reflect not only on our past… Read more on Cisco Blogs

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Toister Performance Solutions

JULY 13, 2023

Building relationships can take more effort when you aren't located in the same office. You don't have those natural moments to strike up a conversation in the break room, the hallway, or at lunch. It's not hopeless. Some remote customer service professionals have built great relationships with coworkers. My 2023 burnout study found that remote contact center agents are just as likely to have a good friend at work as agents who work onsite.

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Cisco - Contact Center

JULY 13, 2023

When an attacker sitting halfway around the world steals your employee’s credentials, tricks their way through Multi-Factor Authentication (MFA), and gains access to a SaaS application housing s… Read more on Cisco Blogs

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LiveVox

JULY 13, 2023

Key performance indicators (KPIs) are invaluable tools that allow businesses to measure the effectiveness of their customer care efforts and identify areas for optimization. In this blog post, we will explore six essential Customer Care KPIs that provide valuable insights into the health of your CX. Let’s dive in and discover how each KPI can […] The post Most Effective Customer Care KPIs To Measure The Health of Your CX appeared first on LiveVox.

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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

Cyara

JULY 13, 2023

When it comes to customer experience (CX) in contact centers, there’s often a sharp disparity between what managers believe and what customers perceive. Case in point: According to a report by Calabrio , while 79% of contact center managers think their teams are meeting or even exceeding customer expectations for response times, only 45% of their customers agree.

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Fonolo

JULY 13, 2023

Active listening skills are the foundation of effective communication. In customer service, this means being totally focused on the words your customer is saying, understanding what those words mean and responding in a manner that makes them feel heard and validated. It’s just human nature. We are social creatures and the key to any healthy human relationship is effective communication.

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Cisco - Contact Center

JULY 13, 2023

Cloud transformation has become an imperative for organizations in today’s rapidly evolving digital landscape.

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Transparent BPO

JULY 13, 2023

BPO industry veteran will be in charge of Jamaican operations and will oversee the finalization of the facility expansion. Rockville, MD, July 13, 2023 – Jonathan Williams is transitioning roles inside Transparent BPO, a global contact center and business process outsourcer, as Vice President of Operations of our Jamaica geo. Williams has been with Transparent […] The post Transparent BPO Appoints Jon Williams As VP of Jamaica Operations appeared first on Transparent BPO.

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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

Cisco - Contact Center

JULY 13, 2023

We’re all hearing about how hybrid work is transforming the workplace. And the discussion isn’t limited to IT managers and tech professionals.

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Hodusoft

JULY 13, 2023

The Power of Multi-Tenant IP PBX Software with Unlimited Extensions for ISPs and MSPs “What is the maximum number of extensions this software can provide?” Many Internet Service Providers (ISPs), Internet Telephony Service Providers (ITSPs), Managed Service Providers (MSPs), and other telecom service providers ask this question when they look for any IP PBX software.

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Avoxi

JULY 13, 2023

In charge of customer experience? Your voice channel carries significant weight in overall customer satisfaction. Learn how.

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IdeasUnlimited

JULY 13, 2023

Marking a Milestone IdeasUnlimited is a collection of global expertise collaborating with each other in order to deliver industry-leading support services. A vital part of its network is the Philippines branch that forms the backbone of the firm’s call center service. To bookend a successful 2022, IdeasUnlimited held its year-end event in the Philippines which was focused on highlighting the unwavering effort and commitment of its team members.

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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

Call Experts

JULY 13, 2023

A Customer Journey Contact Center supports clients and improves their experience. It refers to the interconnected set of experiences that a customer has with a company from their initial point of contact through to their ultimate departure. Unlike examining each interaction in isolation, adopting a Customer Journey perspective means documenting the entire experience from the customer’s point of view.

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24-7 InTouch

JULY 13, 2023

The world of digital commerce is ever-changing when it comes to customers’ purchasing behavior and their expectations of brands. It’s no surprise that digital commerce growth spiked in 2020, but it doesn’t stop there. Worldwide e-commerce sales are projected to top $7 trillion in 2025, even as sales subside following a two-year boom. Companies have to adjust to rapid changes in consumer behavior and growing consumer expectations.

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Jon Arnold

JULY 13, 2023

Had my first trip to Asia recently, and I was part of a media delegation from the West to attend MWC Shanghai (and pretty sure I was the only attendee from Canada or the US). The delegation was sponsored by Huawei , so we also had some tours of their various campuses, all of which was very impressive. Time was limited at the conference itself, and the stars have finally lined up to share a quick take here.

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CSM Magazine

JULY 13, 2023

Sabio Group has strengthened its French customer base by securing Aramis Group’s Aramisauto on a multi-year digital transformation project. Aramisauto is an e-commerce expert and a vehicle refurbishing pioneer in France, providing consumers with the ability to buy refurbished used vehicles online, in-person or via telephone. The organisation’s website offers more than 3,000 vehicles across 33 agencies in France and specialises in delivering cars within 24 hours Sabio, the European

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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

Cisco - Contact Center

JULY 13, 2023

And just like that, it’s been five years. It was back in the Summer of 2018 when I had just graduated college and began my first job at Cisco.

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Brad Cleveland Blog

JULY 13, 2023

In the 1960s, as mainframe computers were entering the business world and inspiring much awe, sociologist William Bruce Cameron observed that wouldn’t it be nice if everything could be represented in numbers and run through an IBM machine? But he warned, “Not everything that counts … Continue reading → The post Counting What Counts: Pitfalls of Service Metrics in Customer Service appeared first on Brad Cleveland.

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Cisco - Contact Center

JULY 13, 2023

At Cisco, we’re committed to powering an inclusive future of learning for all.

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AWS Machine Learning

JULY 13, 2023

Recent years have shown amazing growth in deep learning neural networks (DNNs). This growth can be seen in more accurate models and even opening new possibilities with generative AI: large language models (LLMs) that synthesize natural language, text-to-image generators, and more. These increased capabilities of DNNs come with the cost of having massive models that require significant computational resources in order to be trained.

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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

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