TCN
JANUARY 24, 2024
Picture this: you’re coaching a basketball team, and they’re playing their state championship game. There. The post How Can I Implement Ongoing Training with My Agents? appeared first on TCN.
Lumoa
JANUARY 24, 2024
Have you ever traveled to a country where you didn’t speak the language? If you have, you must know how exhausting it can be to get help with the simplest of requests. I remember spending over 40 minutes trying to get change for a €20 bill in Paris until a kind stranger finally understood what I was asking for. After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback!
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Cisco - Contact Center
JANUARY 24, 2024
When Cisco U. was released for general availability last year, we quickly realized we had developed an experience that was built around the user. But more than that, Cisco U.
Outsource Consultants
JANUARY 24, 2024
The global BPO industry underwent a major transformation in 2023, and 2024 promises to be just as dynamic. New players are emerging, prices are shifting, and traditional outsourcing hotspots are evolving. To stay ahead of the curve, it’s important to understand the key trends shaping the BPO landscape. That’s why Outsource Consultants has put together a sneak peek into just some of the regional trends highlighted in our 2024 BPO Market Trends and Pricing eBook.
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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
JANUARY 24, 2024
January 24 is the International Day of Education , celebrating what the United Nations describes as a “fundamental human right” and “the bedrock of societies, economies, and every person’s potenti… Read more on Cisco Blogs
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
JANUARY 24, 2024
In an era where technology permeates every aspect of our lives, ensuring a secure digital future for future generations has become a key concern.
DMG Consulting
JANUARY 24, 2024
Most departments in contact centers do not have flexibility because of the nature of customer service. The post How can contact centers reduce shrinkage? appeared first on DMG Consulting.
Cisco - Contact Center
JANUARY 24, 2024
The Social Impact Partner Spotlight series is a new series highlighting various Cisco non-profit organization partners that are helping transform the lives of individuals and communities.
OctopusTech
JANUARY 24, 2024
In the busy world of 2024, virtual assistants play a bigger role than before, appearing in a wide range of industries, including healthcare and real estate. As companies depend more and more on these virtual assistants to help with operations, it’s important to know what virtual assistants are, how they work, and how much they charge. The goal of this blog is to clarify the complexities surrounding virtual assistants, including their uses and the variables that will affect their price in 2
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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
JANUARY 24, 2024
With the seventh Circular Electronics Day upon us, we are reminded to consider our use of electronic products, noting how keeping them around longer and recirculating components can help benefit the… Read more on Cisco Blogs
3CLogic
JANUARY 24, 2024
When a customer contacts your business, what’s their first impression? Are they met by long wait times and low-performing agents? Or is the opposite true? With the American Customer Satisfaction Index making its largest decline in 28 years in 2022 — falling from 77 in 2018 to 73.1 in 2022 — dissatisfaction and frequent complaints from customers are rising.
Cisco - Contact Center
JANUARY 24, 2024
In cybersecurity, professionals from all backgrounds come together to protect sensitive data and share their knowledge.
Help Scout
JANUARY 24, 2024
Explore the use of AI in ecommerce, understand future trends, and learn how to successfully leverage artificial intelligence to enhance your online business.
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.
CSM Magazine
JANUARY 24, 2024
No matter what business you have, you’re going to need some form of customer service. It’s the only way to ensure that your customers are getting the assistance they need. This is particularly true when we think about the iGaming industry. There are so many different people who enjoy iGaming, and not all of them are going to have the same knowledge.
Cisco - Contact Center
JANUARY 24, 2024
Application performance monitoring (APM) remains a key pillar of any observability strategy.
Hodusoft
JANUARY 24, 2024
Personalization Strategies for Inbound and Outbound Banking Calls: A Technology Perspective Within the quickly changing banking industry, where the customer experience is paramount, the concept of tailored interactions has become increasingly important. Both incoming and outgoing banking calls have evolved into strategic points of contact where personalized experiences are created by fusing technology and human interaction.
Abby Connect
JANUARY 24, 2024
You may not love the phone call. But people call your business for a reason. They’re customers. Potential customers. Partners. Vendors. They have something to say. Do you have someone answering? Equally important, do you have someone answering when you’re not there?
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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.
CSM Magazine
JANUARY 24, 2024
In web development, Drupal is defined as one of the most powerful and versatile platforms for creating websites and web applications. In this article we’ll look at vital aspects of Drupal development, focusing on website development consulting and the benefits of a headless frontend. Web development consulting: the essence and importance Web development consulting is not just a service.
Cisco - Contact Center
JANUARY 24, 2024
Are you ready to dive deeper into Cisco IOS-XE programmability, automation, and telemetry? Then join us at Cisco Live EMEA in Amsterdam February 5 – 9, 2023! We have some amazing sessions for you.
Zappix
JANUARY 24, 2024
In the dynamic customer service landscape, businesses constantly seek innovative solutions to connect with their customers seamlessly. One such groundbreaking approach is digital outreach, which encompasses targeted text messages, emails, and automated robocalls orchestrated by automated workflows. The post Revolutionizing Customer Service: The Impact of Digital Outreach on Call Centers appeared first on Zappix.
Calltools
JANUARY 24, 2024
All business people know that your company must focus on customer service to thrive. Consumers expect you to offer excellent products and services delivered with ease. You undoubtedly spend significant time and money to achieve these goals. However, your company can always grow in this marketing area. Improving your customer experience ultimately helps build brand loyalty and influences new customers to continue patronizing your company.
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!
Cisco - Contact Center
JANUARY 24, 2024
The National Retail Federation (NRF) just hosted its 2024 show at the Jacob K. Javits Convention Center in New York City over the MLK long weekend.
Kapta Customer Success
JANUARY 24, 2024
Is your company doing more with less? This puts account management teams under duress. They are tasked with protecting and growing your most valuable customers while their portfolios expand, and their teams shrink. This leaves account managers overloaded with more to do than is effectively possible. The result is often increased customer churn, diminished renewals, reduced upsells and cross-sells, and a drop in revenue.
Cisco - Contact Center
JANUARY 24, 2024
Let’s jump into the future together! The event is all about our customers and partners.
AWS Machine Learning
JANUARY 24, 2024
Generative AI solutions have the potential to transform businesses by boosting productivity and improving customer experiences, and using large language models (LLMs) with these solutions has become increasingly popular. Building proofs of concept is relatively straightforward because cutting-edge foundation models are available from specialized providers through a simple API call.
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
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