Callminer
SEPTEMBER 19, 2023
Today's conversation intelligence solutions are applying GPT and LLMs, and organizations must carefully evaluate building in-house solutions. Read this blog to learn why.
ShepHyken
SEPTEMBER 19, 2023
One of the more enjoyable activities in my life is playing hockey. When I’m in town – not out speaking at conferences – I lace up the skates several times a week to play in a friendly hockey game. In close games, when my team is up by one or two goals, I remember my school days when our coaches encouraged us to continue playing to score, even when we were winning, versus switching to more defensive play to prevent the other team from scoring.
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AWS Machine Learning
SEPTEMBER 19, 2023
This post is written in collaboration with Dima Zadorozhny and Fuad Babaev from VirtuSwap. VirtuSwap is a startup company developing innovative technology for decentralized exchange of assets on blockchains. VirtuSwap’s technology provides more efficient trading for assets that don’t have a direct pair between them. The absence of a direct pair leads to costly indirect trading, meaning that two or more trades are required to complete a desired swap, leading to double or triple trading costs.
VirtualPBX
SEPTEMBER 19, 2023
In today’s fast-paced business world, staying connected and effectively managing communications is paramount to success. That’s where VirtualPBX steps in, offering a range of business phone plans that have been making waves for their industry innovation. Recognized for our cutting-edge approach, VirtualPBX is changing the way companies approach communication.
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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 19, 2023
Multi-modal data is a valuable component of the financial industry, encompassing market, economic, customer, news and social media, and risk data. Financial organizations generate, collect, and use this data to gain insights into financial operations, make better decisions, and improve performance. However, there are challenges associated with multi-modal data due to the complexity and lack of standardization in financial systems and data formats and quality, as well as the fragmented and unstru
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Helpware
SEPTEMBER 19, 2023
If you keep your customers happy, they can spread positive word of mouth online, provide repeat business, and increase purchases. In the past, businesses flourished by merely addressing specific needs; however, in today's competitive landscape, delivering just a product or service isn't enough, as consumers expect more and won't settle for a subpar experience.
Cisco - Contact Center
SEPTEMBER 19, 2023
Climate Week NYC , one of the largest annual climate events since 2009, brings together international leaders from business, government, and civil society to showcase global climate action.
LiveVox
SEPTEMBER 19, 2023
In the fast-paced world of financial services, providing top-notch customer care is paramount. As the backbone of the industry, customer satisfaction can make or break a financial institution’s reputation. Thanks to the rapid advancements in technology, AI-driven solutions have emerged as a game-changer, revolutionizing how financial service providers interact with their clients.
Cisco - Contact Center
SEPTEMBER 19, 2023
I am proud to announce that Cisco Umbrella for Government has achieved agency ATO (authorization to operate) status under FedRAMP and is at the FedRAMP PMO.
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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
Cyara
SEPTEMBER 19, 2023
With so many frontline contact center employees working from home, holiday destinations, and outside the traditional contact center, the topic of how to keep employees engaged is a hot one. Yet many companies continue to overlook a key resource that can be used to engage and empower staff: customer feedback.
Cisco - Contact Center
SEPTEMBER 19, 2023
The wildfire smoke that blanketed much of the Northeast and Central U.S. this past summer underscores the importance of air quality in office buildings.
ConvergeOne
SEPTEMBER 19, 2023
Recent events in the news make it extremely clear that the ever-evolving security landscape can leave organizations uncertain about their vulnerabilities. This is where C1’s Virtual Chief Information Security Officer (vCISO) service becomes invaluable. A vCISO serves as an experienced guide in navigating the complex cyber security terrain. When uncertainty clouds your security gaps, your vCISO steps in to conduct thorough assessments, identifying vulnerabilities, weaknesses, and potential threat
Tethr
SEPTEMBER 19, 2023
Learn how conversation intelligence can put up guardrails to reduce generative AI chatbot risks and improve the chatbots’ outputs.
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
SEPTEMBER 19, 2023
Last year, call centers averaged a 38 percent agent turnover rate – 12 percentage points higher than in 2020. That turnover has a steep cost. Christophe Martel, cofounder and CEO of FOUNT , investigates. Analysts have blamed everything from competitor poaching to general dissatisfaction. But the reality is that many call centers see high turnover because their environment creates a lot of work friction: the kind of everyday obstacles that make it harder than necessary for agents to do their jobs
TCN
SEPTEMBER 19, 2023
ST. GEORGE, Utah – September 19, 2023 – TCN, Inc., a global provider of a. The post TCN Again Named a Product Challenger in 2023 ISG Provider Lens™ Contact Center as a Service – Global Report appeared first on TCN.
Cisco - Contact Center
SEPTEMBER 19, 2023
We’re all aware that user experience has become the most important KPI for today’s digital businesses.
ConvergeOne
SEPTEMBER 19, 2023
Recent events in the news make it extremely clear that the ever-evolving security landscape can leave organizations uncertain about their vulnerabilities. This is where C1’s Virtual Chief Information Security Officer (vCISO) service becomes invaluable. A vCISO serves as an experienced guide in navigating the complex cyber security terrain. When uncertainty clouds your security gaps, your vCISO steps in to conduct thorough assessments, identifying vulnerabilities, weaknesses, and potential threat
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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.
Certified Languages International
SEPTEMBER 19, 2023
We are embarking on a journey into a topic that often leaves people with questions: the TTY (teletypewriter) device. While many people have heard of TTY, not everyone fully understands its significance or how, exactly, it works. TTY can play a pivotal role in facilitating communication for people who are deaf, hard of hearing, or have speech impairments.
Cisco - Contact Center
SEPTEMBER 19, 2023
I began at Cisco as a contractor, but as soon as I entered the Customer Experience (CX) organization, I knew Cisco was where I wanted to build my career long-term.
Interactions
SEPTEMBER 19, 2023
Jak Katterfield, Product Marketing Manager at Interactions, sat down to talk with Lindsay Washburn, Senior Digital Product Manager at Evergy, and Ed Anderson, Senior Manager CXT Technology at Vistra Energy. Leaders in Conversational AI for the past decade, Lindsy and Ed discussed their roles and how they see CX in the utilities space, their relationship with Interactions and best practices for improving CX and increasing self-service.
Help Scout
SEPTEMBER 19, 2023
Need to know how Gorgias pricing really works? Read our breakdown of Gorgias pricing, features, and the best help desk alternatives for Shopify users.
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!
SmartKarrot
SEPTEMBER 19, 2023
Image Source Today, marketing is so complicated and fast-moving to the point that marketing teams are failing to reach their full potential when they don’t have a plan. For instance, there can be misinformation when two teams don’t agree on how to express your firm’s values, while deliverables created on a short notice can’t convert if you have not put in place central guiding principles.
NobelBiz
SEPTEMBER 19, 2023
Ah, the dreaded dropped call – the arch-nemesis of every contact center agent’s productivity and the ultimate buzzkill in the world of customer service. Picture this: you’re right in the middle of resolving a customer’s epic quest for a solution, and just as you’re about to unveil the treasure trove of answers, poof! The call vanishes into thin air, leaving you staring at your phone like it’s some sort of cosmic joke.
AWS Machine Learning
SEPTEMBER 19, 2023
Amazon SageMaker Feature Store provides an end-to-end solution to automate feature engineering for machine learning (ML). For many ML use cases, raw data like log files, sensor readings, or transaction records need to be transformed into meaningful features that are optimized for model training. Feature quality is critical to ensure a highly accurate ML model.
Nicereply
SEPTEMBER 19, 2023
When communicating in the professional world, how we say things matters as much as the things we say. You might see email closings as a simple formality—a couple of sentences at the bottom of an email. While it’s true that email endings don’t add a huge amount of extra information, their presence in a business email is mandatory. Think about the experience of someone reading an email without a closing.
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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