CCNG

AUGUST 2, 2023

With over two decades of hands-on experience, I've witnessed both triumphs and challenges faced in the pursuit of exceptional customer and agent experiences. Throughout this series, I'll be sharing my personal experiences and lessons learnt with you, carefully weaving together real-life case studies while respecting the anonymity of those involved. My primary aim is to guide you through the pitfalls and offer best practices, so get ready to uncover valuable insights that can shape your contact c

Contact Center 195

Contact Center CCNG Best practices Technology 195

Bill Quiseng

AUGUST 2, 2023

English writer Samuel Johnson said, “People need to be reminded more than they need to be instructed.” So when you prepare your team to engage and WOW your customers, I encourage you to remind them when you say, “Nobody raves about average. Don’t be just good. Be GREAT out there!

Customer Service 146

Customer Service Customer Experience 146

Cisco - Contact Center

AUGUST 2, 2023

Exciting things have been happening since we announced the two new entry-level Cisco certifications, the Cisco Certified Support Technician (CCST) Cybersecurity and Cisco Certified Support Technician … Read more on Cisco Blogs

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LiveVox

AUGUST 2, 2023

Business process outsourcing (BPO) companies thrive on efficiency, cost-effectiveness, and delivering exceptional customer experiences. To achieve these goals, measuring the right BPO KPIs (Key Performance Indicators) is essential. While some BPO KPIs are widely known and measured, there are several underrated metrics that can uncover valuable insights and drive significant improvements in agent performance, customer […] The post 6 BPO KPIs You Haven’t Thought Of Yet, What to Measure, And

Business Process Outsourcing 81

Business Process Outsourcing outsourcing Metrics Customer Experience 81

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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

AUGUST 2, 2023

Enabling autonomous operations and understanding the location of people and assets in real time are necessary for realizing fully operational smart mines.

Wireless 89

Wireless 89

Cisco - Contact Center

AUGUST 2, 2023

Over the last two months, excitement has been building toward this moment: when the finalists are announced for the Alumni Awards.

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Tethr

AUGUST 2, 2023

Learn how to reduce customer churn and increase loyalty using insights from customer conversations.

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Cisco - Contact Center

AUGUST 2, 2023

How many times have you signed up to join a community or become a member of a site that had valuable information and they asked you “what is your title?

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Interaction Metrics

AUGUST 2, 2023

Why Fox Rent a Car (and, by association, its Managing Director Gerardo Bermejo) should spend more time on listening and less time on gaming their customer surveys! Few things bother me more than unscrupulous business practices. As a Customer Experience Analyst with decades in the CX industry, I thought I’d seen it all. But a recent experience with Fox Rent a Car showed me just how little they care.

Surveys 62

Surveys Feedback Advertising Accountability 62

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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

Cisco - Contact Center

AUGUST 2, 2023

What better time to discuss the breadth and impact of the National Institute of Standards and Technology (NIST) on enhancing global security resiliency than as they begin their second half-century of… Read more on Cisco Blogs

Technology 75

Technology Government 75

AWS Machine Learning

AUGUST 2, 2023

SageMaker Distribution is a pre-built Docker image containing many popular packages for machine learning (ML), data science, and data visualization. This includes deep learning frameworks like PyTorch, TensorFlow, and Keras; popular Python packages like NumPy, scikit-learn, and pandas; and IDEs like JupyterLab. In addition to this, SageMaker Distribution supports conda, micromamba, and pip as Python package managers.

Scripts 64

Scripts Enterprise Engineering Feedback 64

SQM Group

AUGUST 2, 2023

Gain insights into your call center by analyzing trends in the data that would otherwise go unnoticed by the naked eye.

Call Center 78

Call Center Analytics 78

24-7 InTouch

AUGUST 2, 2023

Delivering an unmatched customer experience (CX) is crucial to retention, and adding a loyalty program to your CX strategy can help create consistently high-rated experiences. Disruptive brands have the opportunity to reframe how individuals interact with technology, but providing innovative solutions doesn’t automatically equal loyal customers. Delivering an unmatched customer experience (CX) is crucial to retention, and adding a loyalty program to your CX strategy can help create consistently

Brand ambassadors 52

Brand ambassadors Self service Customer retention Personalization 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

Babelforce

AUGUST 2, 2023

This blog was originally published by our friends at Ultimate over on the Ultimate blog. Omnichannel is getting more and more important. By partnering with our friends at Ultimate, we’re able to provide automation solutions to our enterprise customers that extend across all voice and text-based channels. We’re beyond excited to announce our latest partnership with Ultimate.

Virtual Agent 52

Virtual Agent Enterprise Customer Support Customer Service 52

Hodusoft

AUGUST 2, 2023

Cost Per Call : A Key Metric for Your Contact Center Have you ever wondered how much money you spend to handle a single call? If you’ve mulled over the question, then you must be aware of the concept known as ‘cost per call.’ Cost per call is one of the most important metrics for contact centers. As an owner or a manager of a contact center, you must calculate your cost per call to make sure that you have no inefficiencies in your operations.

Contact Center 52

Contact Center Metrics Contact center software Interactive Voice Response 52

TCN

AUGUST 2, 2023

Interactive Voice Response (IVR) is used in communication between businesses and their customers. It’s a. The post How IVR Can Be Your Contact Center’s Secret Weapon appeared first on TCN.

Interactive Voice Response 52

Interactive Voice Response 52

SoliCall

AUGUST 2, 2023

Increasing the performance of agents in call centers is crucial for delivering exceptional customer service and achieving business goals. Here are seven ways to enhance agent performance in call centers: 1 – Comprehensive Training. Provide thorough training programs to equip agents with the necessary skills and knowledge. Train them on product/service details, communication techniques, problem-solving, and effective call handling.

Call Center 52

Call Center First call resolution Construction call center software 52

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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

DMG Consulting

AUGUST 2, 2023

Interactions Analytics: Happy 20-Year Anniversary August 2023 Now in its 20 th year, the interaction analytics (IA) market is considered mature, with its solutions regarded as essential for most contact centers. Companies can easily buy IA applications from a wide range of competitors, including best-of-breed vendors, workforce engagement management (WEM) suite providers, contact center as a service (CCaaS) platform vendors, customer experience (CX) solution providers, business process outsource

Analytics 48

Analytics Business Process Outsourcing Enterprise Contact Center 48

SmartKarrot

AUGUST 2, 2023

Customer Success (CS) that focuses on boosting customer retention, loyalty, and overall business growth is a very important function for any customer-centric business. In fact, it is essential for sustainable growth and long-term success for any business across industries. If a customer success team has to function effectively and succeed in its goal, the responsibility to empower the team falls on the shoulders of the Customer Success leader.

Benchmark 10

Benchmark Customer retention SaaS Customer centricity 10

AWS Machine Learning

AUGUST 2, 2023

Generative AI has become a common tool for enhancing and accelerating the creative process across various industries, including entertainment, advertising, and graphic design. It enables more personalized experiences for audiences and improves the overall quality of the final products. One significant benefit of generative AI is creating unique and personalized experiences for users.

Personalization 68

Personalization Advertising Engineering Entertainment 68