CCNG
OCTOBER 18, 2023
In a recent virtual member town hall discussion led by Dan, the focus was on an essential topic in the contact center industry: the intricate interplay between Employee Experience (EX), Customer Experience (CX), and Financial Strength. The conversation revolved around the importance of maintaining this equilibrium while emphasizing the need to put people at the forefront of these numerical metrics. 1.
Bill Quiseng
OCTOBER 18, 2023
QUI TAKEAWAY: If you advertise “Satisfaction Guaranteed”, what would you do differently? Do more. Do better. Do it now. When it comes to your customers and customer service, don’t just be good. Be GREAT out there! You are happy because customers were satisfied with their purchase of your product or a resolution with your service. But that’s not good enough.
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Totango
OCTOBER 18, 2023
It’s that time! G2, the software industry’s largest and most trusted marketplace, unveiled its 2023 fall report, and Totango earned a staggering 49 badges, including 31 category leader badges. “Leader” in the Grid® Report for Customer Success Software and “Leader” in Grid® Report for Customer Data Platform are two of our favorites and clearly demonstrate our commitment to driving customer business results.
AWS Machine Learning
OCTOBER 18, 2023
Purina US, a subsidiary of Nestle, has a long history of enabling people to more easily adopt pets through Petfinder , a digital marketplace of over 11,000 animal shelters and rescue groups across the US, Canada, and Mexico. As the leading pet adoption platform, Petfinder has helped millions of pets find their forever homes. Purina consistently seeks ways to make the Petfinder platform even better for both shelters and rescue groups and pet adopters.
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
Cisco - Contact Center
OCTOBER 18, 2023
Supply chains have become intricate webs of interconnected suppliers, manufacturers, distributors, and consumers who benefit from these associations.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Cisco - Contact Center
OCTOBER 18, 2023
In today’s world, there is no shortage of data. So, you’d think that building a sustainable IT infrastructure is easy. Think again!
SQM Group
OCTOBER 18, 2023
Stay ahead in the call center industry by staying updated on evolving customer service trends and preferences.
Cisco - Contact Center
OCTOBER 18, 2023
In the past decade, governments and financial institutions have become increasingly targeted by criminal organizations and nation state operators who seek to extort and disrupt key societal functions… Read more on Cisco Blogs
CSM Magazine
OCTOBER 18, 2023
Zenarate expands its AI Coach language capabilities to 79, the most in the industry, and adds new agent feedback reporting for AI simulation training. Zenarate, the leading AI Simulation Training platform for customer-facing agents, today announced a significant expansion in its language capabilities along with new “Deep Insights” reporting for improved agent feedback.
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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.
TCN
OCTOBER 18, 2023
UK, London/Midlands, Bucharest, Romania and St. George, Utah, USA – October 18, 2023 – TCN, The post The UK’s Leading Tracing and Debt Collecting Business Signs to Call Centre Software Provider TCN. appeared first on TCN.
kommunicate
OCTOBER 18, 2023
Last Updated on October 18, 2023 Ever heard of an Apple user switching to Android? Probably not. Apple users are thoroughly engaged with their Apple products with most of them even serving as unofficial brand ambassadors. This is a great example of product engagement. Product engagement refers to how users interact with a particular product [.] The post 15 Innovative Ways to Use ChatGPT For Product Engagement appeared first on Kommunicate Blog.
CSM Magazine
OCTOBER 18, 2023
The casino industry has always been at the forefront of delivering exceptional customer service. With the proliferation of casino sites on the internet today, the competition has intensified, making customer service a pivotal differentiator. A study by the University of Sheffield in the UK shows that a negative customer service experience can profoundly harm a company’s reputation.
LiveVox
OCTOBER 18, 2023
The term “technical debt” might seem like just another buzzword, but neglecting this often-overlooked aspect of your contact center operations can have significant real-world consequences and financial implications. Your center relies heavily on various software applications, hardware systems, and infrastructure to handle customer interactions efficiently.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
Cisco - Contact Center
OCTOBER 18, 2023
Do consumers today care enough about protecting their privacy that they are willing to act? There was a time — just a few years ago — when consumers felt they had already lost the privacy battle.
Calltools
OCTOBER 18, 2023
Lead generation is crucial for a successful business as it helps generate and capture interest in a specific product or service. However, the solar industry faces challenges when it comes to contacting leads due to fierce competition and a limited pool of potential leads. Additionally, the solar industry adheres to stricter regulations, requiring a greater focus on compliance.
CSM Magazine
OCTOBER 18, 2023
In the realm of project management, distinguishing between an Enterprise Project Management System and other types of businesses is essential for making informed decisions. Enterprise project management software is tailored to the unique needs of large-scale enterprises, and understanding their differences from other business project management approaches is vital.
Back Office Centers
OCTOBER 18, 2023
As a business owner, you should concentrate on developing or extending your enterprise. You should concentrate on attracting new clients. However, if you still have to handle back office tasks like payroll, hiring, or IT infrastructure as you concentrate on business growth, it may get burdensome. It could be time to think about outsourcing if those tasks are preventing you from completing what you need to be doing.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
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