Outsource Consultants
SEPTEMBER 6, 2023
As more Generation Z employees join the workforce, call centers and their clients are noticing a shift in worker attitudes. This new generation, often referred to as Gen Z, demands a distinctive approach to employee recruitment and retention. The oldest members of this generation are in their early 20s and are entering the workforce, particularly within the BPO industry.
CCNG
SEPTEMBER 6, 2023
You may have heard about a “hidden job market”. What exactly does that mean? From my perspective as an Executive Recruiter, I see it in a couple of common pathways. First, the path most people try in finding a new position is by going reviewing job postings on LinkedIn or various job boards, applying for the position in hopes of landing an interview.
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CSM Magazine
SEPTEMBER 6, 2023
Have you ever worked in a call center? Better yet, have you ever had to manage one? If you have, you would know that dealing with frustrated and angry customers is part of the job. It’s a stressful time for both the client and the agent. Statistics show that 74% of workers at call centers are likely to experience burnout. If one were to give this situation some thought, a number of questions would arise.
Hodusoft
SEPTEMBER 6, 2023
What’s the Role of Lead Generation in an Outbound Call Center? Outbound call centers come in many shapes and sizes. It’s not uncommon to find different types of outbound call centers performing different activities. Some provide telemarketing services, some generate leads, some conduct market research, and some conduct telesales campaigns. But generating quality leads is probably the most challenging and rewarding job of all.
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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.
AWS Machine Learning
SEPTEMBER 6, 2023
Generative AI is a type of AI that can create new content and ideas, including conversations, stories, images, videos, and music. It’s powered by large language models (LLMs) that are pre-trained on vast amounts of data and commonly referred to as foundation models (FMs). With the advent of these LLMs or FMs, customers can simply build Generative AI based applications for advertising, knowledge management, and customer support.
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
SEPTEMBER 6, 2023
As part of an ongoing effort to mitigate risks to investors, the US Securities and Exchange Commission (SEC) enacted new cybersecurity rules last month to provide investors greater levels of… Read more on Cisco Blogs
SQM Group
SEPTEMBER 6, 2023
Prevent your customers from leaving and doing business with your competitors by learning to manage customer expectations in your call center.
Concentrix
SEPTEMBER 6, 2023
Learn how a technology leader realized a significant and lasting sales transformation by rebuilding its sales model, improving processes and enablement tools.
Taylor Reach Group
SEPTEMBER 6, 2023
by Colin Taylor The rapid advancement of conversational AI has had a profound impact on various industries, and one arena that has been significantly affected is the contact center industry. The dialogue surrounding the potential replacement of human agents with AI-driven conversational systems has been ongoing for decades, with technology continuously evolving to redefine customer interactions.
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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
SEPTEMBER 6, 2023
The Data Center can be a Cornerstone of Sustainability Many organizations, including US Federal Government Agencies and the Department of Defense (DoD), are continuously shaping their data center… Read more on Cisco Blogs
Win the Customer
SEPTEMBER 6, 2023
In today’s fast-paced digital world, customer expectations are higher than ever, and they demand quick and efficient responses. This is where artificial intelligence (AI) and chatbots come into play, revolutionizing the way businesses interact with their customers. Customer service is the lifeblood of any business. It’s the bridge that connects consumers to products and services, and how companies handle customer inquiries and issues can make or break their reputation.
Jon Arnold
SEPTEMBER 6, 2023
Still feels like summer, but it’s a new month, so it’s time for new editions of JAA’s Communications and Collaboration Review newsletter, and the Watch This Space podcast. If you’re not a subscriber, signing up to my newsletter is easy - the signup page is here. For my podcast, you can subscribe on all the major platforms, or click to listen to the current episode here.
Balto
SEPTEMBER 6, 2023
Balto uses best-in-class generative AI models to automatically summarize 100% of agent calls St. Louis – Balto , the first company to provide real-time guidance for contact centers, has announced that it has reached the milestone of 1 million conversations summarized with its Real-Time Notetaker product. “This is a huge achievement,” says Balto’s Vice President of Product Kyle Jones.
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.
Anexa BPO
SEPTEMBER 6, 2023
The success of any business hinges on its ability to foster a motivated, productive, and satisfied workforce. Employee engagement lies at the heart of achieving these objectives, playing a pivotal role in boosting team productivity, job satisfaction, and overall profitability. However, the challenge often lies in deciphering how to cultivate engagement within a team where employees might be hesitant to express their thoughts, question whether their voices are heard, or perceive leadership indiff
Balto
SEPTEMBER 6, 2023
Here’s the hard truth: most sales calls don’t really result in a closed deal. If we had to make a list of reasons why your prospect didn’t consider your offering, ineffective coaching and lack of personalization would claim the top spots. Sales call recording solutions provide you with the insights you need to highlight problems that lead to lost deals and coach your reps more effectively.
Anexa BPO
SEPTEMBER 6, 2023
In today’s competitive business landscape, personalization has become more than just a buzzword; it’s a powerful tool that can significantly impact customer engagement, loyalty, and revenue generation. However, many small businesses are still missing the boat when it comes to harnessing the true potential of personalized experiences for their customers.
CSM Magazine
SEPTEMBER 6, 2023
BigChange has launched a new Customer Portal allowing BigChange users to give their customers an easy way to book and track jobs online. The portal provides an immediate insight into the current status and history of any jobs, with access to everything from bookings to job cards and images, to quotes and invoices. Customers can even track the engineer on route and their likely arrival time.
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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.
Calltools
SEPTEMBER 6, 2023
Most customers prefer talking to a person on the phone to receive customer service. However, there are others who would rather find the answers they need without connecting to a live person. Utilizing self-service options can help save your agents’ time and provide a better experience for your customers. According to Cisco, implementing AI chat resources has improved the customer experience for 53% of call centers. 5 Types of Self-Service Options Self-service options allow customers to fin
Cisco - Contact Center
SEPTEMBER 6, 2023
Jump straight into latest perspectives about cloud application security and Cisco Full-Stack Observability with these developer sessions and interviews.
DMG Consulting
SEPTEMBER 6, 2023
Real-Time Guidance Drives Contact Center Digital Transformation September, 2023 In 2005, Donna Fluss, founder and president of DMG Consulting LLC, published a book called The Real-Time Contact Center , which had a twofold purpose. Its foundational objective was to give readers an appreciation for the importance and contributions of contact centers. The second objective was to lay out a business case and plan to help contact center executives and leaders transform these essential customer-facing
Cisco - Contact Center
SEPTEMBER 6, 2023
Co-authored by Vivek Bhargava.
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
SEPTEMBER 6, 2023
Today, we are excited to announce the capability to fine-tune Llama 2 models by Meta using Amazon SageMaker JumpStart. The Llama 2 family of large language models (LLMs) is a collection of pre-trained and fine-tuned generative text models ranging in scale from 7 billion to 70 billion parameters. Fine-tuned LLMs, called Llama-2-chat, are optimized for dialogue use cases.
Bill Quiseng
SEPTEMBER 6, 2023
Despite the business turmoil of the pandemic, Skimpflation, The Great Resignation, quiet quitting, and, now, the recession, envision a time when your business will, not only survive but, soon, thrive and succeed. Just exactly when is that time? Well … Now is the time for a People First Revolution! One caveat is Employees First. Business leaders see themselves as bosses, hierarchical rungs well below their subservient “employees first” at the bottom of the ladder.
AWS Machine Learning
SEPTEMBER 6, 2023
Amazon Kendra is an intelligent search service powered by machine learning (ML). With Amazon Kendra, you can easily aggregate content from a variety of content repositories into an index that lets you quickly search all your enterprise data and find the most accurate answer. Adobe Experience Manager (AEM) is a content management system that’s used for creating website or mobile app content.
AWS Machine Learning
SEPTEMBER 6, 2023
Multi-model endpoints (MMEs) are a powerful feature of Amazon SageMaker designed to simplify the deployment and operation of machine learning (ML) models. With MMEs, you can host multiple models on a single serving container and host all the models behind a single endpoint. The SageMaker platform automatically manages the loading and unloading of models and scales resources based on traffic patterns, reducing the operational burden of managing a large quantity of models.
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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