Call scoring: Best practices for better agent coaching
Tethr
FEBRUARY 21, 2024
Here’s how contact center leaders can turn their call scoring and QA process from a check-the-box activity into a source of better customer experiences.
Wed.Feb 21, 2024
62 
Unlocking Next-Level Customer Service with Gen AI Technology
CCNG
FEBRUARY 21, 2024
Your customers already want AI Customer Service. Artificial intelligence (AI) and Generative AI (GenAI) have created a new era of automating the most vital aspects of customer service. The leaders of this space have already explored how AI can improve your organization’s customer service (or support center). The results have shown boosted employee productivity, enhanced accuracy, and improved self-service containment rate.
Join 52,000+
Insiders
Sign Up for our Newsletter
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Trending Sources
Welcome to CX 102: Advanced CX.
Bill Quiseng
FEBRUARY 21, 2024
Welcome to CX 102 or Advanced CX. This course is a prerequisite for business professionals in the B2C or hospitality industry. It’s an elective for the B2B or the online/digital industry. English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed.” With that in mind, today’s lesson will be a future reminder for you.
The 4 Big Costs of Employee Call-Off Hotlines (2024)
Ambs Call Center
FEBRUARY 21, 2024
If you’re in charge of your company’s staffing needs and you say, “Okay, there’s got to be a better way to keep track of all our employees' call outs”, you’re in the right place.
Reimagine Your Communications With A Unified Platform
Advertisement
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.
Network Resilience: Accelerating Efforts to Protect Critical Infrastructure
Cisco - Contact Center
FEBRUARY 21, 2024
As head of the Cisco Trust Office , Matt Fussa leads a global team that partners with government agencies, regulators, and customers to help shape cybersecurity regulation and manage cyber risk.
Sign up to get articles personalized to your interests!
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
More Trending
How sponsorship is a catalyst for change
Cisco - Contact Center
FEBRUARY 21, 2024
Here’s an (un)fun fact: Almost 90 percent of companies had sponsorship programs in 2021, yet only 33 percent of Black employees actually had sponsors, and even fewer Black employees (23 percent) felt … Read more on Cisco Blogs
Must-have tools for small business that every owner needs
AnswerConnect
FEBRUARY 21, 2024
Looking to streamline your business operations? Our latest blog shares the best tools for small businesses to help you enhance productivity and efficiency. The post Must-have tools for small business that every owner needs appeared first on AnswerConnect Blog.
Join Concentrix and Salesforce
Concentrix
FEBRUARY 21, 2024
Join Us In Nashville! How Does Next Generation Customer Experience + AI drive Loyalty? Salesforce and Concentrix will be decoding the challenges and opportunities of GEN AI and the future of customer experience.
Organizations increasingly look to observability to solve critical challenges
Cisco - Contact Center
FEBRUARY 21, 2024
Enterprise observability practices: Opportunities, challenges, and the growing role of AIOps Observability is now firmly established in organizations with 78% of enterprises and large midmarket… Read more on Cisco Blogs
The Verint Experience Index: Retail
Advertisement
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
The Human-AI Symbiosis in Retail Call Centers
Outsource Consultants
FEBRUARY 21, 2024
“AI will replace human contact center interactions,” according to some CX experts in 2020. Whether or not you fully embraced that view at the time, you certainly contemplated it. But the truth around AI hasn’t been so black and white. Today we recognize that AI’s true strength lies in complementing, not replacing, human interactions.
Must-have tools for small business that every owner needs
AnswerConnect
FEBRUARY 21, 2024
Looking to streamline your business operations? Our latest blog shares the best tools for small businesses to help you enhance productivity and efficiency. The post Must-have tools for small business that every owner needs appeared first on AnswerConnect Blog.
How LinkLive Enabled Banner Healthcare to Update and Automate Its Transfer Center
Revation Systems
FEBRUARY 21, 2024
Banner Health operates one of the largest healthcare systems in the United States. Based in Phoenix, Arizona, the non-profit Banner manages specialized facilities across six states and 30 major hospitals. Banner is devoted to delivering and supporting essential patient care through excellence in technology and connectivity for urgent care and Telehealth appointments.
How Product Intelligence Improves CX
SQM Group
FEBRUARY 21, 2024
By harnessing the power of data analysis and insights, product intelligence significantly improves the customer experience.
Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity
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.
The AI Threat Landscape: Tech Companies and Governments Must Unite Behind Cybersecurity in 2024
Cisco - Contact Center
FEBRUARY 21, 2024
Tech companies and governments will join forces to develop advanced AI detection systems, ensuring a safer online environment.
The 4 Big Costs of Employee Call-Off Hotlines (2024)
Ambs Call Center
FEBRUARY 21, 2024
If you’re in charge of your company’s staffing needs and you say, “Okay, there’s got to be a better way to keep track of all our employees' call outs”, you’re in the right place.
AI and Tech-Enabled Care for Enhanced Patient Experiences
24-7 InTouch
FEBRUARY 21, 2024
The integration of technology in health tech is changing the way medical professionals deliver care and reshaping the overall patient experience. Technology-driven solutions that improve interactions for both patients and healthcare workers remain top-of-mind in 2024. In this blog, we will delve into the key aspects that contribute to a positive patient experience, explore the role of generative AI and tech-enabled patient care, and examine how patients perceive interactions via digital platform
Cisco Announces Availability of OpenCSMP
Cisco - Contact Center
FEBRUARY 21, 2024
Secure, Scalable Management for Constrained IoT Networks Introduction Millions of IoT devices are being deployed into a range of applications supporting Smart Cities, Smart Grids, Smart… Read more on Cisco Blogs
The Open CCaaS Advantage Report
Advertisement
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.
5 Must-Have Elements for Customer Journey Maps — Dave Seaton
Vistio
FEBRUARY 21, 2024
A well-crafted customer journey map can show you where to invest your limited resources to create the greatest impact on customer experiences and business objectives. But if you’ve never created a customer journey map before, it’s hard to know what to include.
6 Strategies to Improve Speed to Lead Conversion Time
Calltools
FEBRUARY 21, 2024
Contact centers operate in a fast-paced environment, so time is a limited commodity. Ideally, your agents are constantly busy. Even so, you need to take care of potential leads efficiently. When a potential lead signs up for a demo or requests more information, responding to them quickly is critical to converting them. If you are too slow, you will lose them to a competitor.
Empowering Voices: VoiceAbility Ushers in New Era of Digital Communication with Sabio Group
CSM Magazine
FEBRUARY 21, 2024
VoiceAbility, a leading voice and rights charity supporting vulnerable people for over forty years, has partnered with customer experience experts Sabio Group to implement innovative Amazon Connect and Salesforce technologies. This digital transformation project has enhanced VoiceAbility’s communication capabilities, improving efficiency and empowering the charity to better serve its clients.
Driving Sustainability in Solutions: The Cisco-Computacenter Partnership
Cisco - Contact Center
FEBRUARY 21, 2024
Co-Authored by Julie Greene , Cisco Business Development Director, Computacenter Globally, we’re witnessing a surge in interest and initiatives focused on sustainability.
SME Relationships: Proven Solutions for Seamless Collaboration and Success
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!
Common Customer Service Complaints At Online Bingo Sites
CSM Magazine
FEBRUARY 21, 2024
We all know the importance of good customer service across all industries. When a business doesn’t know how to adequately serve its customers, it can be in big trouble. Some sectors struggle with this more than others. Online bingo sites are regularly regarded as some of the worst from a customer service standpoint. Many of these websites exist, though customers constantly make complaints about one thing or another.
Building a More Sustainable Global Network for the Future – Cisco and BT
Cisco - Contact Center
FEBRUARY 21, 2024
Cisco’s relationships with our service provider partners have always been crucial. Together, we’ve innovated, solved challenges, and connected the world.
Industry-Specific Web Development: HealthTech, FinTech and More
CSM Magazine
FEBRUARY 21, 2024
Modern web development is an important cornerstone of industry-specific importance with which companies design competitive advantages in their fields. Cutting-edge companies such as IT Craft are spearheading crafting bespoke web solutions custom-tailored to the unique demands that industries like HealthTech, FinTech, and far beyond the present. This article explores how specialized services in web development are changing the future for these industries by underlining the role an expert develope
It’s a Wrap: C3 2024 Event Recap
TCN
FEBRUARY 21, 2024
C3 2024 was one for the books! TCN’s annual event welcomed hundreds of TCN clients. The post It’s a Wrap: C3 2024 Event Recap appeared first on TCN.
Your Expert Guide to CX Orchestration & Enhancing Customer Journeys
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
Your Work Makes a Difference
Brad Cleveland Blog
FEBRUARY 21, 2024
We all spend a high percentage of our waking hours working. For most of us, the primary reason is very practical: we require the means to buy the things we need and want. So, in a very real way, work … Continue reading → The post Your Work Makes a Difference appeared first on Brad Cleveland.
Revolutionizing Guest Services with Chatbots in the Hospitality Industry
Netomi
FEBRUARY 21, 2024
Table of Contents Introduction Understanding Chatbots in Hospitality The Role of Chatbots in Enhancing Guest Experience Integrating Chatbots with Existing Hospitality Systems The Business Impact of Chatbots in Hospitality Guest Engagement and Feedback through Chatbots Challenges and Ethical Considerations in Chatbot Usage Conclusion Frequently Asked Questions Introduction The hospitality industry constantly seeks innovative ways to enhance customer service and efficiency.
Your Work Makes a Difference
Brad Cleveland Blog
FEBRUARY 21, 2024
We all spend a high percentage of our waking hours working. For most of us, the primary reason is very practical: we require the means to buy the things we need and want. So, in a very real way, work … Continue reading → The post Your Work Makes a Difference appeared first on Brad Cleveland.
Let's personalize your content