OctopusTech

SEPTEMBER 13, 2023

Choosing to outsource call center services is one of the best decisions a company can make as it helps to focus on the core business activities. Using call center outsourcing services is one of the major trends followed by both small and big organizations. Although it can be a cost-effective solution to partner with call center providers, knowing the cost of outsourced call center companies is one of the major factors that shouldn’t be ignored.

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outsourcing Call Center Finance Contact Center 62

CCNG

SEPTEMBER 13, 2023

Recently CCNG members and area contact center professionals were invited to the Alcon North America Customer Service Operations Center in Fort Worth Texas for a group discussion into Alcon's journey of digital transformation over the years. Below are some of the highlights shared at the event as provided by a CCNG member in attendance. Alcon customer service leaders shared and led discussions that included sharing their core values, leadership development, their vision, digital discovery / inves

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CCNG Contact Center Interactive Voice Response Education 195

ShepHyken

SEPTEMBER 13, 2023

Every once in a while, someone will ask, “What’s the difference between customer service and customer experience?” My answer used to be easy. Customer service really drove the customer experience. That was during a time when the main way customers interacted with the companies they did business with was with people-to-people interactions. A customer could visit a store or business.

Customer Experience 173

Customer Experience Customer Service Gamification Technology 173

AWS Machine Learning

SEPTEMBER 13, 2023

Searching for insights in a repository of free-form text documents can be like finding a needle in a haystack. A traditional approach might be to use word counting or other basic analysis to parse documents, but with the power of Amazon AI and machine learning (ML) tools, we can gather deeper understanding of the content. Amazon Comprehend is a fully, managed service that uses natural language processing (NLP) to extract insights about the content of documents.

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Coaching Accountability Enterprise Management 98

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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

SEPTEMBER 13, 2023

In today’s interconnected world, where cyber threats are evolving at an alarming rate, cybersecurity has become a paramount concern for individuals, businesses, and governments alike.

Technology 90

Technology Government 90

Cisco - Contact Center

SEPTEMBER 13, 2023

Climate change is one of the most existential challenges our world faces today. Every year there is more and more pressure on executives and corporate boards to support sustainability efforts.

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The Northridge Group

SEPTEMBER 13, 2023

Quality Monitoring is an essential tool used by many businesses to improve customer experience in their contact centers. Quality Monitoring programs leverage call listening, screen monitoring, and advanced data analytics to identify issues faced by individual associates as well as overall operational issues. When Quality Monitoring processes identify specific behavioral issues in individual associates, the behaviors can usually be quickly corrected with monitoring, agent and call level reporting

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Government Contact Center Coaching contact center associations 67

Cisco - Contact Center

SEPTEMBER 13, 2023

Codes of Conduct may be used as appropriate safeguards for cross-border transfers under Article 46 of the European Union General Data Protection Regulation (GDPR).

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Interaction Metrics

SEPTEMBER 13, 2023

McKinsey & Company reports that B2B companies score substantially lower on customer satisfaction than consumer companies. One reason B2B companies underperform on customer satisfaction is they are more complicated — with more moving parts — than retailers. But another reason is that without knowing it, many B2B’ers may rely on a consumer approach to CX when, in fact, B2B CX is different in five key ways.

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B2B Feedback Metrics Surveys 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

SEPTEMBER 13, 2023

Today, I’m thrilled to announce that Cisco Secure Access – the foundation to securing connectivity to all applications across your hyper-distributed environment – is generally available.

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Concentrix

SEPTEMBER 13, 2023

Learn how agile implementation and a flexible, responsive delivery model enabled one of our fintech clients to scale without on-premise investments.

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Contact Center Banking Cloud contact Technology 62

24-7 InTouch

SEPTEMBER 13, 2023

The internet and social media platforms have revolutionized the way we communicate and interact with one another. While these digital platforms have brought numerous benefits, they have also given rise to a darker side of online behavior like cyberbullying, hate speech, and toxic behavior. Recognizing the urgent need to address these issues, governments and regulatory bodies worldwide are stepping up their efforts to ensure customer safety.

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Government Accountability Technology 59

TCN

SEPTEMBER 13, 2023

Good customer service is the keystone of an exceptional call center. TCN’s third annual consumer. The post What does your call center software say about your customer service? appeared first on TCN.

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call center software Call Center Customer Service 59

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

SEPTEMBER 13, 2023

Record-breaking climate extremes are increasing the urgency to produce more clean energy.

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Wireless 80

kommunicate

SEPTEMBER 13, 2023

Last Updated on September 13, 2023 OpenAI’s ChatGPT changed the AI game. A Large language model that was capable of writing code, blog posts, short stories and essays, and even poems. People screamed from the rooftops that ChatGPT was going to take their jobs away. There was a lot of noise, and with good reason. [.] The post Transform Any Website Into A Chatbot – Introducing Kommunicate’s Web Chatbot Trainer appeared first on Kommunicate Blog.

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Chatbots 52

Cisco - Contact Center

SEPTEMBER 13, 2023

Earlier this year at the Optical Fiber Communication (OFC) Conference and Exhibition, Cisco demonstrated the new NCS 1014 with the 2.

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Callminer

SEPTEMBER 13, 2023

Collecting product feedback isn’t a straightforward and simple process. Read this blog to understand the value of product intelligence, including expert tips and best practices.

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Feedback Marketing Best practices 36

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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

SEPTEMBER 13, 2023

Supporting folks as they engage in all the things that fill them up outside of work is a priority at Help Scout.

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Feedback 45