Cisco - Contact Center

JULY 11, 2023

Today we’re taking a look at the key findings (tips) from our on-demand webinar centered on five areas of time-tested best practices.

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Best practices 40

ShepHyken

JULY 11, 2023

Last month I was in Las Vegas for a major convention. I stayed at a very nice hotel, and each night I tried to fall and stay asleep. I emphasize the word tried because, unfortunately, there was non-stop, 24-hour-a-day road construction outside the hotel, as the city of Las Vegas is preparing for the Formula One race later this year. All night, there was jackhammering and bulldozing on the streets where the cars will be racing.

Construction 296

Construction Customer Service Customer Experience Management 296

Totango

JULY 11, 2023

G2 recognizes Totango as a leader in customer success G2 , the software industry’s largest and most trusted marketplace, unveiled their 2023 summer report, and there are cheers all-around, as Totango was honored with 15 leader badges, including “Most Implementable” in the Enterprise Implementation Index for Customer Success software! We believe the flexibility and versatility of a composable CS platform is what sets Totango apart, making it easy for customers to get up and running quickly and pr

Journey mapping 82

Journey mapping Enterprise Accountability Feedback 82

JivoChat

JULY 11, 2023

Finding the best portfolio website templates will make it much easier to create your online portfolio and conquer new opportunities. Whether you are an architect, photographer, designer, or any other professional who wants to have a digital space to showcase your work, using the right template makes the content much more attractive. The best website builders like Wix, offer a wide range of pre-built templates with responsive design, and customization tools.

Construction 75

Construction Personalization Management 75

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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.

Joe Rawlinson

JULY 11, 2023

Everyone loves appreciation for their hard work, especially employees who help a business grow. You might not consider the fact, but you cannot run your firm without these hardworking individuals. From marketing to HR, several departments collaborate to form strategies that profit an organization. Thus, as an employer, one must value and appreciate their employees.

Morale 60

Morale Feedback Accountability Marketing 60

ConvergeOne

JULY 11, 2023

Defining Attack Surface Management Attack Surface Management (ASM) refers to the process of identifying, evaluating and minimizing an organization's potential vulnerabilities and entry points that can be exploited by attackers. It involves analyzing and understanding the various elements of an organization's digital infrastructure, including networks, systems, applications and data, to effectively manage and reduce the attack surface.

Management 67

Management 67

delighted

JULY 11, 2023

Do you have a clear understanding of your customer? Are you familiar with their age, location, and employment status? Although these questions may come across as personal, having this information is crucial for effectively understanding and targeting your desired audience. One way to collect this data is by utilizing demographic survey questions. In this post, we’ll cover everything you need to know about demographic survey questions, including 12 examples to use in your next survey.

Surveys 66

Surveys Best practices Education Journey mapping 66

Injixo

JULY 11, 2023

Alright, let’s face it: this is probably the umpteenth article on artificial intelligence (AI) that you've come across this week alone. No doubt, the topic is everywhere, including in the contact center industry.

Contact Center 52

Contact Center Employee engagement 52

Win the Customer

JULY 11, 2023

The disruptive role of fintech companies and digital banking in simplifying financial transactions and managing money is nothing short of revolutionary. In recent years, the financial landscape has witnessed a seismic shift, driven by the emergence of fintech companies and the rapid adoption of digital banking solutions. These technological innovations have not only simplified financial transactions but have also revolutionized the way we manage our money.

Finance 52

Finance Banking Technology Enterprise 52

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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

Comm100

JULY 11, 2023

When Thompson Rivers University reached out to Comm100, its Future Students team was facing the same challenges that almost all admission and recruitment teams do across higher education. Increasing engagement with prospective students is essential to the university’s success, driving awareness, interest, and ultimately, enrolment. However, managing the high support volumes that come along with these goals is putting a strain on the tech, the team, and the support targets.

Chatbots 52

Chatbots Wait times Education Accountability 52

Expivia

JULY 11, 2023

The Future of Contact Centers: The Role of AI and Evolutionary Technologies The advent of AI and associated technologies has opened up a whole new horizon of possibilities for the contact center industry. While these technologies are not new, their applications in the realm of customer service are taking some intriguing turns. One such interesting evolution is agent assist technology.

Contact Center 52

Contact Center Interactive Voice Response Chatbots Coaching 52

Amplifai Coaching Category

JULY 11, 2023

Learn how call center leaders are implementing effective, results-driven coaching, nurturing agent commitment, & employing rigorous measures to assess the effectiveness of feedback.

Call Center 52

Call Center Coaching Feedback 52

Cyara

JULY 11, 2023

To proactively and accurately monitor your telecoms infrastructure around the globe, Cyara has invested in ensuring it has the most comprehensive and reliable infrastructure. We are proud to provide coverage in over 80 countries and support more than 90 fixed-line carriers. In addition, we have over 160 mobile networks available worldwide with a presence in more than 130 locations.

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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

AWS Machine Learning

JULY 11, 2023

As more and more customers are looking to put machine learning (ML) workloads in production, there is a large push in organizations to shorten the development lifecycle of ML code. Many organizations prefer writing their ML code in a production-ready style in the form of Python methods and classes as opposed to an exploratory style (writing code without using methods or classes) because this helps them ship production-ready code faster.

Scripts 57

Scripts APIs Healthcare Banking 57

Cisco - Contact Center

JULY 11, 2023

When there is a security breach it makes headlines. When it happens to a financial institution besides the financial impact the damage to the brand can be devasting.

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SQM Group

JULY 11, 2023

Engaging work-from-home call center agents is crucial for their productivity, motivation, and overall job satisfaction.

Call Center 66

Call Center 66

ClearAction

JULY 11, 2023

Customer Service is a Value Center (NOT a Cost/Profit Center!) Lynn Hunsaker Customer Service is NOT a cost center. And it should NOT be a revenue center. It is a VALUE center for your enterprise. Shift to modern thinking for Customer Service value truths in your current strategic planning. Value Center? Yes! Customer Service rescues value from churning to competitors.

Customer Service 48

Customer Service Enterprise Consulting Consulting 48

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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

Jon Arnold

JULY 11, 2023

I’ve started doing some guest blogs for TeamMate , a company that helps integrate telephony with Teams. My first post ran last week, and am just getting a chance to do a shout-out about it now. This is actually a two-part series, and the second one will run in a few days. There’s a bigger picture to consider with Teams and telephony, and I hope you give my writeup a read.

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Cisco - Contact Center

JULY 11, 2023

Of all the concerns that parents of children with autism face, a scary encounter with police shouldn’t be one of them.

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Help Scout

JULY 11, 2023

Since becoming a Help Scout customer, Springboard has scaled its support solution without compromising a human and personalized customer experience.

Personalization 45

Personalization Customer Experience 45

Cisco - Contact Center

JULY 11, 2023

The world is at an inflection point when it comes to the choices we make to live healthier, more sustainable lives.

Construction 52

Construction 52

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!

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Injixo

JULY 11, 2023

Alright, let’s face it: this is probably the umpteenth article on artificial intelligence (AI) that you've come across this week alone. No doubt, the topic is everywhere, including in the contact center industry.

Contact Center 40

Contact Center Employee engagement 40

CSM Magazine

JULY 11, 2023

‘1300 numbers’ have become more common and even a must-have for both big and small businesses across Australia in recent years. Countless companies have been using this number for its many advantages. If you’re running a business, knowing how this number works and how you can benefit from it is essential. What Are 1300 Numbers? 1300 Numbers are ten-digit virtual inbound phone numbers commonly used by Aussie businesses to receive customer calls from anywhere in Australia with just one

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voip Call Center Analytics Customer Service 40

TCN

JULY 11, 2023

ST. GEORGE, Utah – July 11, 2023 – TCN, Inc., a global provider of a. The post TCN Enhances SMS Payment Portal with Text-To-Pay Feature for its Advanced Contact Center Platform, TCN Operator appeared first on TCN.

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Contact Center 40

CSM Magazine

JULY 11, 2023

Sign up for this free webinar from Calabrio to learn about AI and how to use your data to drive a better customer experience. In a recent global survey, while 83% of global contact centre managers say they already have the analytical problem-solving tools they need, less than half of managers say they’re seeing the benefits from analytics, Artificial Intelligence (AI) and Machine Learning (ML).

Analytics 40

Analytics Customer Experience Surveys Technology 40

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

Help Scout

JULY 11, 2023

Since becoming a Help Scout customer, OnePageCRM has scaled its support solution without compromising a human and personalized customer experience.

Personalization 45

Personalization Customer Experience 45

CSM Magazine

JULY 11, 2023

Being a product manager is an exciting and challenging role that requires a unique blend of technical expertise, strategic thinking, and excellent communication skills. Product managers play a vital role in driving the success of a product, from conceptualization to launch and beyond. If you aspire to become a successful product manager, this article provides valuable advice and insights to help you navigate this dynamic and rewarding career path.

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Management Feedback Analytics Marketing 40

Help Scout

JULY 11, 2023

Release Notes is our bimonthly update that highlights recent product improvements we’ve made so you can easily stay up to date on what’s new.

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