Playvox

JUNE 6, 2023

In challenging economic times, organizations need to get creative and pragmatic with cost cutting, expenditures, and revenue generation. As “do more with less” becomes a familiar mantra, contact center leaders are challenged to convince C-suite executives, and especially chief financial officers (CFOs), that not only is it mission critical to deliver outstanding customer experiences (CX) , but that it’s also an opportune time to invest in workforce management (WFM) software.

Contact Center 66

Contact Center Finance contact center solutions Contact center software 66

ShepHyken

JUNE 6, 2023

Free is often an illusion. It looks free and may be advertised as free, but it’s not free. I’m not saying a company that claims something is free is lying. As consumers, we must be careful and understand the difference between what is truly free and what is perceived as free. And as businesses, we must be cautious about what we promise. Let’s use free shipping as an example.

Advertising 212

Advertising Customer Service Customer Experience Sales 212

Bill Quiseng

JUNE 6, 2023

During the month of June, I will offer each one of the Three Principles to Build Customer Loyalty. In this first week, I give you Principle One: Be the Customer. “Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. Perception is all there is!” Tom Peters. Did you know that FedEx delivery people never run.

B2C 88

B2C B2B Personalization Customer Service 88

ConvergeOne

JUNE 6, 2023

Challenges Impacting Risk Risk management is the collective responsibility of many roles and teams within an organization. It requires a systematic approach that bridges business units, leadership, technology and process – in effect, all areas of any company. There are many challenges that organizations face in managing risk. According to Arctic Wolf Labs , 30% of companies reported that risk management is their top concern driving their cyber security strategy.

Management 83

Management Technology 83

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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.

Balto

JUNE 6, 2023

Record number of calls signals the continuing growth of guidance technology as the gold standard for contact centers. St. Louis – Balto, the first company to provide real-time guidance for contact centers, has announced that it has reached the milestone of 200 million conversations guided in real-time. Only last January, Balto was the first real-time call guidance platform to reach 100M guided conversations.

Contact center software 83

Contact center software Contact Center Coaching Enterprise 83

Cyara

JUNE 6, 2023

Comprehensiveness and Completeness in the Reporting of your Telecom Infrastructure. There are two very important aspects to consider when it comes to the reporting of your telecom infrastructure: comprehensiveness and completeness.

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Cisco - Contact Center

JUNE 6, 2023

Holding my breath, I listened to my colleagues around the water cooler discussing their upcoming weekend plans.

Finance 98

Finance 98

SQM Group

JUNE 6, 2023

Leverage persona profiles to optimize customer interactions, tailoring them to match various customer segment preferences, needs, and characteristics.

Personalization 80

Personalization 80

Cisco - Contact Center

JUNE 6, 2023

Vibrant Ecosystem of Partners Enable New, Extensible Observability Use Cases to Drive and Secure Digital Experiences Today at Cisco Live, we announced the Cisco FSO Platform, an open and extensible,… Read more on Cisco Blogs

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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

Helpware

JUNE 6, 2023

An estimated 165 billion packages are shipped in the US every year. And that number is growing at a rate of about 20% year-over-year. One of the reasons is that more people are shopping online than ever before, with an estimated 80% of the US population ordering products online.

outsourcing 72

outsourcing Management 72

Cisco - Contact Center

JUNE 6, 2023

From campus headquarters to remote offices, the enterprise network is an essential technology nearly invisible to the hybrid workforce.

Enterprise 81

Enterprise Technology Engineering 81

Interaction Metrics

JUNE 6, 2023

Empathy is trendy. Qualtrics XM Institute [i] has declared 2023 the Year of Empathy, and Forbes Magazine calls empathy the “most important leadership skill” [ii] Because of this, customer service staff are receiving customer empathy training in droves. Paul Bloom, professor emeritus of psychology at Yale University, presents solid evidence that empathy can be counterproductive, even harmful, in many scenarios.

Airlines 62

Airlines Personalization Customer Service Customer Experience 62

Cisco - Contact Center

JUNE 6, 2023

There is a critical shortage of clinical and non-clinical medical staff globally. A particular danger to healthcare stability is the shortage of nurses, which continues to intensify.

Technology 68

Technology Healthcare 68

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

Concentrix

JUNE 6, 2023

“How can I help you?” See how Concentrix helped an electric utility provider answer the call with enhanced IVR customer service solutions.

Interactive Voice Response 62

Interactive Voice Response Self service Customer Service 62

Cisco - Contact Center

JUNE 6, 2023

Just a few months ago I was at Cisco Live 2023 in Amsterdam and got the chance to hear directly from customers about their biggest challenges.

Customer Experience 73

Customer Experience 73

WiserOwl Blog

JUNE 6, 2023

The June 2023 issue of Contact Center Pipeline Magazine features the article “The Rising Importance of Contact Centers” penned by WiserOwl’s Robert Bradshaw. The article dives into the 2023 Contact Centers Consumer Attitudes & Preferences Survey to highlight the increasing importance of contact centers in the customer experience landscape. About WiserOwl: WiserOwl exposes […] The post Contact Center Pipeline Magazine: The Rising Importance of Contact Centers appeared first on Wise

Contact Center 52

Contact Center Surveys Customer Experience 52

Cisco - Contact Center

JUNE 6, 2023

Co-authored by Frank Lento , Sr. Director, Global Security Sales, Partnerships & Ecosystems Cisco Live is here again!

Sales 76

Sales 76

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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

Comm100

JUNE 6, 2023

There is no doubt that higher education is facing a mental health crisis. A recent survey found that 50% of college students identified their mental health struggles as their top stressor in 2023. On top of this, 71% said they struggled with issues such as stress, anxiety and depression. The Department of Education has certainly recognized the gravity of the situation.

Education 52

Education Wait times Personalization Surveys 52

Cisco - Contact Center

JUNE 6, 2023

Businesses today are digitally led, providing experiences to their customers and consumers through applications.

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SmartKarrot

JUNE 6, 2023

Automation is the application of technology, programs, robotics, or processes to achieve outcomes with minimal human input. In context on technical platforms, automation can be done in various scenarios. It can be done for data entry, data processing, output, triggers, assignment and much more. Automation may help bring efficiency, reduce errors, help scale, save cost and time.

Accountability 10

Accountability Management Surveys Upselling 10

Cisco - Contact Center

JUNE 6, 2023

It has been a whirlwind few months for the Cisco Insider Executives team, following the formal launch of our peer-led, Cisco-facilitated, executive circle at Cisco Live in Amsterdam earlier this … Read more on Cisco Blogs

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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!

Feedback

AWS Machine Learning

JUNE 6, 2023

Amazon SageMaker Feature Store is a purpose-built service to store and retrieve feature data for use by machine learning (ML) models. Feature Store provides an online store capable of low-latency, high-throughput reads and writes, and an offline store that provides bulk access to all historical record data. Feature Store handles the synchronization of data between the online and offline stores.

APIs 78

APIs Metrics Telecommunications Marketing 78

Cisco - Contact Center

JUNE 6, 2023

The security posture of a modern organization is anything but straightforward.

Management 75

Management 75

AWS Machine Learning

JUNE 6, 2023

Amazon Transcribe is a speech recognition service that generates transcripts from video and audio files in multiple supported languages and accents. It comes with a rich set of features , including automatic language identification, multi-channel and multi-speaker support, custom vocabularies, and transcript redaction. Amazon Transcribe supports two modes of operation: batch and streaming.

Enterprise 67

Enterprise Engineering Feedback Customer Support 67

SmartKarrot

JUNE 6, 2023

Role: Customer Success Manager Location: Alpharetta, GA, United States (Remote) Organization: Worthix As a Customer Success Manager, you’ll control resources, activities, deadlines, and milestones while managing a client portfolio to make sure Worthix is effectively adopted and providing commercial value to our clients. Understanding and communicating with managers and directors from Fortune 2.000 organisations will help you convey Worthix results and insights to clients.

Engineering 19

Engineering Accountability Customer retention Management 19

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

Journey mapping

AWS Machine Learning

JUNE 6, 2023

PyTorch is a machine learning (ML) framework that is widely used by AWS customers for a variety of applications, such as computer vision, natural language processing, content creation, and more. With the recent PyTorch 2.0 release, AWS customers can now do same things as they could with PyTorch 1.x but faster and at scale with improved training speeds, lower memory usage, and enhanced distributed capabilities.

Scripts 69

Scripts APIs Benchmark Management 69