Beyond Philosophy

OCTOBER 26, 2023

A listener, Irene Beard, is starting her own company. She’s always believed in a strong brand, but how can she plan what people take away from her brand? Since we discussed this on a recent podcast, and I thought many of you might have the same problem, I thought I would also share our insight on this topic here. Before we get into that, I thought I would mention that Beard contacted us as part of our “I’m in a pickle!

Banking 221

Banking Consulting Consulting Personalization 221

AWS Machine Learning

OCTOBER 26, 2023

This is a guest post by Jose Benitez, Founder and Director of AI and Mattias Ponchon, Head of Infrastructure at Intuitivo. Intuitivo, a pioneer in retail innovation, is revolutionizing shopping with its cloud-based AI and machine learning (AI/ML) transactional processing system. This groundbreaking technology enables us to operate millions of autonomous points of purchase (A-POPs) concurrently, transforming the way customers shop.

APIs 98

APIs Technology Banking Customer centricity 98

Fonolo

OCTOBER 26, 2023

Companies place a great deal of importance on meeting customer expectations. According to Forrester, nearly 95% of leaders say that providing a good customer experience is a top strategic priority, and 75% want to use customer experience as a competitive advantage. But it’s a big, crowded marketplace out there, full of consumers who want different things at different times on different channels.

Advertising 81

Advertising Feedback Call Center Wait times 81

AWS Machine Learning

OCTOBER 26, 2023

Amazon Kendra is an intelligent search service powered by machine learning (ML). Amazon Kendra helps you easily aggregate content from a variety of content repositories into a centralized index that lets you quickly search all your enterprise data and find the most accurate answer. Drupal is a content management software. It’s used to make many of the websites and applications we use every day.

APIs 95

APIs Accountability Engineering Enterprise 95

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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.

Cyara

OCTOBER 26, 2023

What Makes IVR Performance Testing interesting? Interactive Voice Response (IVR) systems are typically the first thing that a customer experiences when phoning a contact center. IVRs provide the customer with an initial greeting. They then direct the call based on specific inputs from the caller. The conversational flow gathers these and pre-programmed system messages prompt further inputs from the caller.

Interactive Voice Response 76

Interactive Voice Response Contact Center Sales Customer Experience 76

Cisco - Contact Center

OCTOBER 26, 2023

What does it take to be greater together? Find out at this year’s highly anticipated Cisco Partner Summit 2023 , November 6-9th !

Customer Experience 92

Customer Experience 92

kommunicate

OCTOBER 26, 2023

Last Updated on October 26, 2023 Okay, we don’t like to brag (at least a lot), but over the past few years, we have built a pretty darn good product. Hey, it’s not without reason that G2 names you one of the best performers in the grid report for Bot platforms. And then there is [.] The post Kommunicate v/s Verloop: The Ultimate Comparison appeared first on Kommunicate Blog.

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Cisco - Contact Center

OCTOBER 26, 2023

Part 4 of the six-part series – The 2023 Global Networking Trends Report series The next generation of enterprise architecture has arrived.

Enterprise 84

Enterprise 84

SmartAction

OCTOBER 26, 2023

The healthcare landscape underwent a profound transformation in the aftermath of the COVID-19 pandemic, reshaping the traditional roles of Interactive Voice Response (IVR) systems and contact centers. This global crisis thrust the healthcare industry into uncharted territory, exposing vulnerabilities in patient access and communication systems. Hospitals and healthcare providers faced an unprecedented surge in patient inquiries and needs, forcing them to reevaluate how they deliver essential ser

Healthcare 66

Healthcare Interactive Voice Response Virtual Agent Self service 66

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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

delighted

OCTOBER 26, 2023

We founded Delighted 10 years ago with a simple mission – to create an effortless solution for collecting NPS feedback. Unable to find a suitable tool in the marketplace, we took matters into our own hands and built a customer experience management platform used by companies like Allbirds, Doordash, Paypal, and 15,000 more. Today, we’re very excited to announce that we’ve applied that same design philosophy to another aspect of feedback collection: the all-purpose survey.

Surveys 64

Surveys Feedback Best practices Analytics 64

Cisco - Contact Center

OCTOBER 26, 2023

More data does not mean better observability If you’re familiar with observability, you know most teams have a “data problem.

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Call Experts

OCTOBER 26, 2023

Halloween is just around the corner, and if you haven’t had time to plan your office Halloween party yet, our DIY Halloween food, costumes, and decor ideas have you covered. From spooky decorations to witch hat cookies and the classic bobbing for apples, these suggestions will surely make your office celebration a spooktacular success. According to Main Course Market , office celebrations are beneficial in many ways, most notably in developing personal connections within the workplace.

Entertainment 59

Entertainment Morale Employee engagement Answering services 59

Cisco - Contact Center

OCTOBER 26, 2023

NetWitness and Cisco released the fourth annual Findings Report from the RSA Conference TM 2023 Security Operations Center (SOC).

Wireless 76

Wireless 76

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

OCTOBER 26, 2023

Explore the characteristics of brands that customers love and trust and how they achieve long-term success through building brand love.

Management 62

Management 62

Vistio

OCTOBER 26, 2023

As a leader in the contact center world do you ever feel like things are constantly happening to you? Emails go out to customers without your knowledge, there's a persistent product bug, and other departments seem to be operating in silos.

Contact Center 52

Contact Center 52

Concentrix

OCTOBER 26, 2023

Our guide on generative AI for business will show you how you can use the technology to grow revenue, save costs, innovate, and more.

Technology 62

Technology Management 62

Hodusoft

OCTOBER 26, 2023

EVERYTHING YOU NEED TO KNOW ABOUT STIR/SHAKEN In the present times, a majority of people are facing huge threats from invisible villains that are widely prevalent across the globe. The seemingly innocuous villains are experts at concealing their identities and attack you when you least expect them to. They are robocalls—automated telephone calls that deliver prerecorded messages.

Telecommunications 52

Telecommunications Government Education voip 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

CSM Magazine

OCTOBER 26, 2023

Companies need a skilled workforce in today’s changing business environment. Any organization’s success depends on its employees’ ability to efficiently and effectively carry out their tasks. To continually improve workforce competency, an increasing number of companies are adopting assessment software to evaluate and enhance employee skills.

Employee engagement 52

Employee engagement Sales Feedback Customer Experience 52

JustCall

OCTOBER 26, 2023

When it comes to providing exceptional customer support, you cannot leave iOS users behind. Reportedly, about 92% of iPhone users plan to stick with Apple for their next purchase: Source: Zipdo.co Apple commands this kind of loyalty, thanks to its seamless user experience and innovative products. However, providing customer support to disgruntled customers requires more than rolling out insanely creative CSR ads or inspirational marketing content.

Customer Support 52

Customer Support voip Contact Center Self service 52

CSM Magazine

OCTOBER 26, 2023

Performance evaluations play a role in the growth and development of any organization. They offer employees the opportunity to receive feedback and enhance their skills. Traditionally, these reviews were conducted by managers or supervisors who assessed the performance of their reports. However, this approach has its limitations. Managers may only observe employees in situations leading to an understanding of their overall performance.

Feedback 52

Feedback Employee engagement Surveys Management 52

Cisco - Contact Center

OCTOBER 26, 2023

What does it mean to be your whole self at work? Is it showcasing your allyship button or favorite tattoo? Is it wearing your natural curly hair or dressing more casually?

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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

Zappix

OCTOBER 26, 2023

In today's fast-paced digital age, on-demand apps have transformed numerous aspects of our lives. One of the most profound impacts of these.

Healthcare 40

Healthcare 40

Cisco - Contact Center

OCTOBER 26, 2023

What does it mean to be your whole self at work? Is it showcasing your allyship button or favorite tattoo? Is it wearing your natural curly hair or dressing more casually?

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AWS Machine Learning

OCTOBER 26, 2023

Enterprises seek to harness the potential of Machine Learning (ML) to solve complex problems and improve outcomes. Until recently, building and deploying ML models required deep levels of technical and coding skills, including tuning ML models and maintaining operational pipelines. Since its introduction in 2021, Amazon SageMaker Canvas has enabled business analysts to build, deploy, and use a variety of ML models – including tabular, computer vision, and natural language processing – without wr

Enterprise 88

Enterprise Construction APIs Government 88