Vcaretec

JULY 18, 2023

It's a wise move to decide to call center outsourcing solutions so you can maintain your attention on what matters most—running your business! However, it's only effective if you pick the correct supplier. If you're not careful, outsourcing could cause you more problems than it's worth. The call center outsourcing best practices that result in the most successful contact center projects will be shared in this article.

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outsourcing Call Center Contact Center Best practices 98

Cisco - Contact Center

JULY 18, 2023

Simplifying how customers purchase, deploy , and realize benefits of data protection and management Benjamin Franklin wrote that nothing is certain “except death and taxes.

Management 89

Management 89

LiveVox

JULY 18, 2023

In today’s digital age, technology has become an integral part of many industries, including education. With the increasing reliance on digital lending technologies, it’s no surprise that they’re making a significant impact on student success and satisfaction when it comes to borrowing and planning for the future. Education statistics back this up.

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Education Technology CRM Customer Experience 80

Cisco - Contact Center

JULY 18, 2023

In the recent overview by Forrester on The Zero Trust Platforms Landscape, Q2 2023 , Cisco is recognized as one of the notable vendors.

Marketing 91

Marketing 91

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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.

ConvergeOne

JULY 18, 2023

The reality is that you’re not as behind as you might have thought you were if you’re not already in the cloud. Well… to be honest, you might still be pretty far behind in terms of modernization (as most organizations are), but at least when it comes to cloud adoption, your timing couldn’t be better.

Contact Center 77

Contact Center Customer Experience 77

Helpware

JULY 18, 2023

Call centers have played a crucial role in the business world for decades, especially as technology has evolved. Today, they aim to educate and foster smooth communication between companies and consumers. Call centers are the frontline of a business’s customer experience. You must stay on top of the latest call center technology advancements to stay ahead of the customer service curve.

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Call Center Technology Education Customer Experience 74

Transparent BPO

JULY 18, 2023

FOR IMMEDIATE RELEASE Global contact center consulting organization puts Transparent on shortlist of finalists for Best Outsourcing Provider and Best Contact Center Culture Rockville, MD (July 18, 2023) — Transparent BPO announced today that it is a finalist in the 2023 International Customer Management Institute (ICMI) Global Contact Center Awards in two categories: Best Outsourcing Provider and Best […] The post Transparent BPO Named Finalist in Two ICMI Contact Center Award Categories a

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Contact Center outsourcing Consulting Consulting 62

SQM Group

JULY 18, 2023

Having adequate procedures in place on how to handle angry and abusive customers is essential to preventing high stress and job burnout for call center agents.

Call Center 68

Call Center 68

Cisco - Contact Center

JULY 18, 2023

Part 1 of the six-part series – The 2023 Global Networking Trends Report series A major transition in IT philosophy is underway.

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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

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Cincom

JULY 18, 2023

If your business is centered on selling complex products and solutions, finding the right quote software can be a game-changing factor that not only enhances your customer experience, but also streamlines your entire quoting process. In this article, we will explore the importance of quote software for businesses and the top features you need to look for.

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CRM Engineering Analytics Sales 52

Cisco - Contact Center

JULY 18, 2023

This blog was authored by Dexter Park, Lead – Retail Infrastructure Development, Starbucks Coffee Company.

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Hodusoft

JULY 18, 2023

HoduCC Honored with Software Advice Frontrunners Badge 2023 In the dynamic world of contact center software, staying ahead of the curve is crucial for businesses looking to deliver a superior customer experience. HoduCC, a leading provider of contact center software , recently achieved a significant milestone by winning the Software Advice Frontrunner badge for 2023.

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Contact center software Contact Center Interactive Voice Response CRM 52

CSM Magazine

JULY 18, 2023

The customer service landscape is experiencing a fundamental transition as a result of changing customer expectations, technological improvements, and the pursuit of excellent client experiences. Companies are understanding the need of adopting a customer-centric approach in order to remain competitive in difficult business circumstances. In this article, we will look at the redeveloped customer service landscape, delving into key trends and strategies that enable businesses to embrace customer-

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Customer centricity Customer Service Self service Feedback 52

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

Babelforce

JULY 18, 2023

Customers today expect more than just a quality product or service – they expect an engaging, personalized experience. To give you an idea, 48% of customers in 2022 jumped ship to different brands in search of better customer service. Believe it or not, 90% of customers come back for more if they’ve had a good experience with a brand. And Salesforce’s powerful CRM platform can help make that happen.

CRM 52

CRM Contact Center Sales Call Center 52

JustCall

JULY 18, 2023

Exciting news! Starting 1st August 2023, we will be introducing new AI features and capabilities that help teams operate efficiently and maximize your technology investments. We built JustCall in 2016 with the aim to meet the voice and communication needs of businesses across the globe. Over the last 7 years, we have been committed to continuously enhancing our product and improving the user experience.

Analytics 52

Analytics CRM Sales Technology 52

Nicereply

JULY 18, 2023

Timing is still an important factor. Especially if NPS surveys are sent out. Understanding customer satisfaction is essential for success in today’s cutthroat business environment. The use of Net Promoter Score (NPS) surveys to measure customer loyalty and pinpoint areas for development has become increasingly popular. The timing of these surveys, however, has a significant impact on their effectiveness.

Surveys 52

Surveys Feedback Customer centricity Metrics 52

Education Services Group

JULY 18, 2023

So…quick question: What is a customer journey map? If you’ve been following along in my series, you might be wondering if it’s a bit too late in the game for me to ask this basic question. But let’s think about it for a moment. A customer journey map can be many things. Organizations that leverage them wisely use them as step-by-step guides for customer engagement throughout the customer lifecycle.

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Journey mapping Customer centricity Customer Experience Surveys 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

NobelBiz

JULY 18, 2023

In the bustling world of call centers, every second counts, and every call matters. The question is, how do you ensure that the right call lands in the right hands? That’s where skills-based routing comes into play. With it, you can streamline your call center operations and raise the bar of your customer service. Intriguing, isn’t it? Let’s dive deeper!

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Management First call resolution Contact center software Call Center 52

Jon Arnold

JULY 18, 2023

Got another guest post to share - this is Part 2 for a short series I’m doing with TeamMate. The article is running now on their blog page , where you can also find Part 1. I hope you find the posts helpful.

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Cincom

JULY 18, 2023

Discover the Best Quote Software For Your Business Needs If your business is centered on selling complex products and solutions, then finding the right quote software can be a game-changing factor that not only enhances your customer experience, but also streamlines your entire quoting process. In this article, we will explore the importance of quote software for businesses and the top features you need to look for.

CRM 52

CRM Sales Engineering Analytics 52

AWS Machine Learning

JULY 18, 2023

Today, we are excited to announce that Llama 2 foundation models developed by Meta are available for customers through 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.

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Engineering Scripts Transportation Construction 98

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

AWS Machine Learning

JULY 18, 2023

Spam emails, also known as junk mail, are sent to a large number of users at once and often contain scams, phishing content, or cryptic messages. Spam emails are sometimes sent manually by a human, but most often they are sent using a bot. Examples of spam emails include fake ads, chain emails, and impersonation attempts. There is a risk that a particularly well-disguised spam email may land in your inbox, which can be dangerous if clicked on.

APIs 76

APIs Enterprise Analytics Technology 76

AWS Machine Learning

JULY 18, 2023

In today’s digital world, most consumers would rather find answers to their customer service questions on their own rather than taking the time to reach out to businesses and/or service providers. This blog post explores an innovative solution to build a question and answer chatbot in Amazon Lex that uses existing FAQs from your website. This AI-powered tool can provide quick, accurate responses to real-world inquiries, allowing the customer to quickly and easily solve common problems independen

Chatbots 76

Chatbots Scripts Engineering Enterprise 76

AWS Machine Learning

JULY 18, 2023

Amazon Lex is a service that allows you to quickly and easily build conversational bots (“chatbots”), virtual agents, and interactive voice response (IVR) systems for applications such as Amazon Connect. Artificial intelligence (AI) and machine learning (ML) have been a focus for Amazon for over 20 years, and many of the capabilities that customers use with Amazon are driven by ML.

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Interactive Voice Response Engineering Chatbots Self service 80