Global Response

FEBRUARY 28, 2024

As small businesses gain traction and expand their services, real growing pains can set in. What was once easily handled by a team of five may no longer be manageable anymore. With limited staff and resources, small businesses often struggle to provide high-quality customer support and stay focused on core business practices. This often leads to delayed response times, missed calls, and, ultimately, dissatisfied customers.

Call Center 62

Call Center Customer Experience outsourcing Brand ambassadors 62

CCNG

FEBRUARY 28, 2024

When the COVID-19 pandemic flipped the world on its head four years ago, many organizations scrambled to adapt. They weren’t prepared for a quick transition to remote work, nor had hybrid workforce best practices laid out and ready to go. Fortunately, thanks to technology and support from companies like Zoom, organizations quickly pivoted to support a remote workforce.

Best practices 195

Best practices CCNG Technology Surveys 195

Cisco - Contact Center

FEBRUARY 28, 2024

Making hot desking secure and accessible on a global scale The first rule of interviewing a CISO at the Australian division of Laing O’Rourke is this: You can’t dig deep into use cases or cli… Read more on Cisco Blogs

Enterprise 98

Enterprise 98

Tethr

FEBRUARY 28, 2024

Staying on top of contact center compliance is daunting. Learn how conversation analytics software uses AI to find and reduce sources of compliance risk.

Contact Center 97

Contact Center Analytics 97

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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.

Cisco - Contact Center

FEBRUARY 28, 2024

For those who joined us at Cisco Live! Amsterdam earlier this month, you might not have noticed that the venue featured a Private 5G Network established in partnership with NTT DATA.

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Help Scout

FEBRUARY 28, 2024

VP of People Leah Knobler shares why we outgrew our old performance management system, how we revamped the process to embrace a more performance-driven culture at Help Scout, and what we've learned along the way.

Management 63

Management 63

3CLogic

FEBRUARY 28, 2024

Lately, artificial intelligence (AI) is at the core of any customer-centric digital transformation. Strategies not centering around AI and automation are quickly neglected by executive leaders. While being a relatively new type of AI, Generative AI (GenAI) has quickly proven to be of crucial importance to leading organizations due to its ability to drive personalization and workflow efficiency at scale — leading to both cost savings and revenue increases.

Contact Center 59

Contact Center Average Handle Time APIs Customer centricity 59

Cisco - Contact Center

FEBRUARY 28, 2024

Historically Black Colleges and Universities (HBCUs) have played a critical role in higher education in the United States.

Education 71

Education 71

Zappix

FEBRUARY 28, 2024

In an era of digital innovation and convenience, industries across the spectrum are witnessing a paradigm shift towards self-service solutions. Healthcare, traditionally known for its intricate webs of paperwork and long wait times, is no exception to this trend. As patients increasingly seek the same level of convenience and efficiency they experience in other sectors, the demand for digital self-service options in healthcare is skyrocketing.

Self service 52

Self service Healthcare Benchmark Wait times 52

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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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JustCall

FEBRUARY 28, 2024

Feeling stuck with Orum’s limitations? You’re not alone! While its AI-powered calling helps some, it might not fit your needs. Many seek alternatives offering better user experience, wider integrations, and affordability. In the article, we’ll explore some top Orum auto dialer alternatives that provide better call efficiency, smoother user experience, and better integrations.

Real estate 52

Real estate CRM Sales Analytics 52

Cisco - Contact Center

FEBRUARY 28, 2024

It is a privilege to serve in the CiscoLive NOC. Our team of 60 people worked hard to pre-stage, implement, and monitor the event held earlier this month at the RAI Amsterdam.

Wireless 52

Wireless 52

CSM Magazine

FEBRUARY 28, 2024

The journey of online dating is a fascinating story of transformation, from a whispered concept shrouded in stigma to a widely accepted and embraced means of finding love and connection. In the digital age, the quest for companionship has evolved dramatically, reflecting changes in social norms, technology, and cultural acceptance. This article delves into the milestones and shifts that have marked the evolution of online dating, exploring how it has become a staple in the modern search for love

Entertainment 52

Entertainment Technology Customer Service Personalization 52

TCN

FEBRUARY 28, 2024

Call center software is the linchpin in the customer service landscape, facilitating seamless communication and. The post Why Intuitive Design is Crucial for Call Center Software Adoption appeared first on TCN.

call center software 52

call center software Call Center Customer Service 52

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

JustCall

FEBRUARY 28, 2024

The quest for the perfect sales dialer is a struggle every sales professional and business owner knows well – so do we. It’s not just about finding a dialer that power dials through your lead list; it’s about strengthening your outbound communication strategy. JustCall and Mojo Dialer both offer excellent dialers that go beyond just automating your sales calls.

Real estate 52

Real estate CRM APIs Sales 52

CSM Magazine

FEBRUARY 28, 2024

When I joined Sabio, we were a team of just 30 people focused on solving problems in the contact centre market. Today, as the CEO, I’m proud to lead a company that manages more than 500 enterprise brands globally, helping some of the world’s largest companies deliver exceptional customer experiences. How did we get here? It’s been a long and fascinating journey of growth, innovation, and an unwavering commitment to putting people first.

Enterprise 52

Enterprise Technology Customer Experience Management 52

Vistio

FEBRUARY 28, 2024

Shrinkage and Utilization are some of the least understood aspects of staff planning in the contact center. (And why we drive ourselves crazy with real-time monitoring.

Contact Center 52

Contact Center Best practices Technology 52

Concentrix

FEBRUARY 28, 2024

Join Us At Adobe Summit in Las Vegas! Win an E-Scooter! Stop by Booth #285 to Enter Enter to Win March 26-28, 2024 During Expo Hours Thanks for your interest! Want to share the experience?

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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

Help Scout

FEBRUARY 28, 2024

Learn the basics about knowledge management and some practical tips to start building your own system.

Management 45

Management 45

Concentrix

FEBRUARY 28, 2024

Join Us for Adobe Summit in Las Vegas! Check Out What We Are Doing at Summit 2024!

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AWS Machine Learning

FEBRUARY 28, 2024

Structured Query Language (SQL) is a complex language that requires an understanding of databases and metadata. Today, generative AI can enable people without SQL knowledge. This generative AI task is called text-to-SQL, which generates SQL queries from natural language processing (NLP) and converts text into semantically correct SQL. The solution in this post aims to bring enterprise analytics operations to the next level by shortening the path to your data using natural language.

Engineering 110

Engineering Best practices Analytics Enterprise 110

Totango

FEBRUARY 28, 2024

In today’s dynamic landscape, the customer holds unprecedented power. It’s no longer sufficient for businesses to merely survive; they must deliver measurable value quickly and consistently. While new customer acquisition remains important, our era of responsible growth underscores the vital importance of guiding customers toward positive business outcomes as the most sustainable pathway to success.

Enterprise 105

Enterprise Sales Customer centricity Engineering 105

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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