C3Centricity
JULY 20, 2023
It’s time to move from customer satisfaction to customer delight. After all, no one wants to be good when they can be […] The post From Good to Extraordinary: Ignite Your Business with Personalized Customer Delight first appeared on c3centricity.
Beyond Philosophy
JULY 20, 2023
I was at a drugstore standing before the vitamin shelves the other day. There are hundreds of bloody vitamin options. It got me thinking about how these various vitamin companies differentiate themselves and how that applies to non-vitamin-providing organizations, too. (To be fair, one vitamin bottle caught my attention. In large text, it read “Chillax.” But I will get back to that in a minute.
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The Northridge Group
JULY 20, 2023
Contact centers are in a state of flux, with many contact center associates (and workers in general) hesitant to return to the office full-time and forgo the flexibility that comes with a work-from-home (WFH) or hybrid environment. Despite this, more than 1/3 of business leaders want their associates back in the office, creating a great divide between business decision-makers and their teams.
TeamSupport
JULY 20, 2023
Efficiently managing customer support workflows is vital for businesses aiming to deliver exceptional customer experiences. However, support teams often encounter difficulties when using Jira, the popular project management and issue tracking tool. Recognizing these struggles, we here at TeamSupport are proud to launch a groundbreaking enhancement to our Jira integration.
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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
JULY 20, 2023
It’s not news to any of us that we have a serious workforce gap in the tech world. Experts predict the global talent shortage to surpass 85 million by 2030, which translates to $8.
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
JULY 20, 2023
As a global tech leader with more than 83,000 employees across 95 countries, it is critical for Cisco to operate in a way that protects human rights; facilitates diversity, inclusion, and equitable… Read more on Cisco Blogs
COPC
JULY 20, 2023
Overview Service level is one of the most important metrics for a contact center to measure and manage and has been in place since contact centers evolved. However, in our consulting work, we find that this vital metric’s management and targets have yet to evolve from the original definition. Organizations are missing opportunities to view this metric differently to manage customer service delivery and its associated costs more effectively.
ClearAction
JULY 20, 2023
Customer Success Technology Buyer Guide Lynn Hunsaker Customer success technology is sure to grow in importance and array. AI is hot. Non-stop for the past 25 years, technology for experience management and marketing have been super hot since CRM arrived on the scene. Especially in hard times like the 2009 global financial crisis and the 2020 global pandemic, demand for tech skyrocketed.
kommunicate
JULY 20, 2023
Last Updated on July 20, 2023 Asking Alexa or Siri to order pizza is a common thing for most of us today. And nearly every website has a pop-up chatbot window for users or customers to ask questions, leave comments, or get recommendations. Yet, have you ever thought about what stands behind this? NLP and [.] The post NLP vs NLU: Understanding the Difference appeared first on Kommunicate Blog.
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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
Cisco - Contact Center
JULY 20, 2023
Less traffic congestion. Lower carbon emissions. Fewer injuries and fatalities. Higher quality of life.
Concentrix
JULY 20, 2023
Find out how a multinational IT company saved time, cut costs, and improved the quality of responses with generative AI customer support.
Balto
JULY 20, 2023
Customers’ preferences and expectations are continually changing, making it more challenging for contact centers to keep up. Understanding your customers’ needs, pain points, and desires has become crucial for business success. With the help of conversational analytics, you can gain deeper insights into your customers’ intent and behaviors, enabling you to make data-driven decisions.
Cyara
JULY 20, 2023
In the age of AI and digital-first customer service, the definition of an excellent customer experience (CX) is in flux. Quality CX may be a moving target, but contact center managers can count on one thing with certainty: customer expectations are only getting higher.
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.
Comm100
JULY 20, 2023
In today’s digital age, there is no industry that artificial intelligence (AI) hasn’t dramatically affected. ChatGPT, an advanced language model, is the latest AI tech to make its mark around the world, and it has the potential to transform higher education – for good and for bad. While there are dangers to ChatGPT , there are also many ways that it can be used to schools’ advantage.
Cisco - Contact Center
JULY 20, 2023
New 2023 SEAL Sustainable Product Award for Cisco UCS X-Series reflects growing demand for energy efficiency and power management.
The Petrova Experience
JULY 20, 2023
If you are a hospitality industry leader, or a leader in another business sector who has been reading about the industry, you have encountered some grim statistics. It is true. The hospitality industry faces real challenges. By extension, guests face potentially fractured experiences that contradict the promises hospitality brands make. However, coming off a recent Hospitality Standards Training we conducted for a client, we see a bright future for the hospitality industry.
CSM Magazine
JULY 20, 2023
Today more than ever, the workplace is an area where flexibility and productivity converge to redefine traditional office norms. As organizations embrace the benefits of remote and on-site work, it becomes essential to establish a robust hybrid work policy. Keep reading to learn the key considerations and best practices for developing a comprehensive hybrid work policy that promotes employee well-being, collaboration, and performance.
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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.
Cisco - Contact Center
JULY 20, 2023
This post was authored by Sanya Sachdeva, a CX intern on our Global TAC Team.
CSM Magazine
JULY 20, 2023
In the exhilarating world of precious metals trading, knowledge truly is power. While the glint of gold might be appealing, understanding the nuances of the gold market can be equally rewarding. One fundamental element that often confounds beginners and veterans is the “gold spot price” – a term frequently crops up in financial news and discussions about gold investment.
BlueOcean
JULY 20, 2023
It seems so long ago now that Lockdown Life has faded into some barely-remembered bad dream, but the global changes it triggered are still top of mind, especially the ongoing dialogue/debate about the relative merits of work-at-home versus work-in-office. In our world of outsourced customer care solutions, one of the big challenges we continue to wrestle with on the sales side of things is the significant change in the contact center RFP process.
SmartKarrot
JULY 20, 2023
As projects continue to become more and more complex over time, coupled with advancements in technology, different project management tools have emerged to help project managers improve collaboration and streamline their workflow. In fact, a recent study by Massachusetts Institute of Technology Center for Information Systems Research (CISR) discovered that most firms will lose about 28% of their incomes due to digital transformation.
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!
AWS Machine Learning
JULY 20, 2023
This is a guest post by Mario Namtao Shianti Larcher, Head of Computer Vision at Enel. Enel , which started as Italy’s national entity for electricity, is today a multinational company present in 32 countries and the first private network operator in the world with 74 million users. It is also recognized as the first renewables player with 55.4 GW of installed capacity.
AWS Machine Learning
JULY 20, 2023
Artificial intelligence (AI) has become an important and popular topic in the technology community. As AI has evolved, we have seen different types of machine learning (ML) models emerge. One approach, known as ensemble modeling , has been rapidly gaining traction among data scientists and practitioners. In this post, we discuss what ensemble models are and why their usage can be beneficial.
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