TCN
FEBRUARY 7, 2024
In the ever-changing world of contact centers, digital communication stands as the foundation of interactions. The post Navigating Digital Communications in Contact Centers appeared first on TCN.
CCNG
FEBRUARY 7, 2024
Organizational Resilience Through Human Resilience “Resilience” has become a buzzword for the times. You’ve likely heard it enough to surmise that having more is better, but what exactly is it and why does it matter? While resilience relates to many aspects of business - organizational, economic, logistic, and technological, they are all predicated on the essential one: individual human resilience.
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AWS Machine Learning
FEBRUARY 7, 2024
In the first post of this three-part series, we presented a solution that demonstrates how you can automate detecting document tampering and fraud at scale using AWS AI and machine learning (ML) services for a mortgage underwriting use case. In the second post , we discussed an approach to develop a deep learning-based computer vision model to detect and highlight forged images in mortgage underwriting.
Bill Quiseng
FEBRUARY 7, 2024
Welcome to CX 101. Today’s 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. This is not a customer service training class. Training is finite, usually one to three days. And training is top-down, one-way “I know everything, you know nothing” instruction.
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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.
SmartAction
FEBRUARY 7, 2024
While many dealerships have embraced automated scheduling online, a significant opportunity lies untapped in AI-powered voice scheduling. This specific application of AI technology stands to redefine customer service experiences in auto dealerships. The Untapped Potential of AI in Voice Channel Scheduling Despite the prevalence of online scheduling tools, many dealerships have yet to fully exploit AI’s potential within voice channels.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
SQM Group
FEBRUARY 7, 2024
Coaching plans provide a framework that offers agents clarity, consistency, and opportunities to improve within their roles.
Cisco - Contact Center
FEBRUARY 7, 2024
If you’ve ever run a 5K race, you know that the last mile often determines the winner.
3CLogic
FEBRUARY 7, 2024
In today’s digital world, your competitors are no more than a click away, drastically increasing the importance of delivering personalized customer experiences (CX) on the first go. Case in point, PWC highlights that a staggering 32% of customers would walk away after just one bad interaction , underscoring the significance of meeting your customers' needs on the first try — every time.
Fonolo
FEBRUARY 7, 2024
As a global leader in audio, video and collaboration solutions, the Danish company Jabra knows a thing or two about delighting customers. After all, Jabra has been creating best-in-class technology that brings people together for 150 years. When the company wanted to ramp up its excellent customer service offering to further reduce hold times and abandon rates in busy contact centers around the globe, it turned to Fonolo’s Call-Back solutions.
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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
VirtualPBX
FEBRUARY 7, 2024
In the fast-paced and ever-evolving landscape of modern business, effective communication stands as an indispensable cornerstone. Whether you’re a small startup navigating your initial forays into the market or a large corporation managing vast networks of clients and stakeholders, the manner in which you handle incoming calls can profoundly shape perceptions of your professionalism and directly influence operational efficiency.
JustCall
FEBRUARY 7, 2024
On March 10, 1876, Alexander Graham Bell made history with the first phone call. This pivotal moment paved the way for the telecommunications industry. Luckily for Bell, nobody complained about poor call quality at the time. Almost 150 years later, a single outstanding sales call can foster decade-long business relationships, while a patchy support call can sever long-term associations.
CSM Magazine
FEBRUARY 7, 2024
Zenarate AI Coach is the first training platform that virtually improves itself from live call trends and intelligence delivered by the new Call Insights actionable data. Zenarate, a leading provider of AI Simulation Training for customer-facing agents, today announced Call Insights, furthering the powerful intelligence available through its AI Coach Call Analyzer solution.
Horizon CX
FEBRUARY 7, 2024
Balancing High-Tech Solutions with Human Touch: Ensuring Customer Experience Remains Personal Introduction In today’s fast-paced digital age, the allure of high-tech solutions and artificial intelligence can be irresistible for businesses seeking efficiency and cost-effectiveness. However, in the pursuit of automation and streamlining processes, there’s a risk of losing the human touch that is vital for delivering exceptional customer experiences (CX).
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.
VirtualPBX
FEBRUARY 7, 2024
In the fast-paced and ever-evolving landscape of modern business, effective communication stands as an indispensable cornerstone. Whether you’re a small startup navigating your initial forays into the market or a large corporation managing vast networks of clients and stakeholders, the manner in which you handle incoming calls can profoundly shape perceptions of your professionalism and directly influence operational efficiency.
CSM Magazine
FEBRUARY 7, 2024
JBC Industrial Services, the industrial boiler and burner service and maintenance provider, has rolled-out an integrated mobile workforce and enterprise resource planning (ERP) system. JBC’s engineers have been equipped with tablets as part of digital transformation of field services using a system from BigChange. Now full integration between BigChange and SAP B1 has eliminated manual data entry work, saving JBC 8-man days a week.
Calltools
FEBRUARY 7, 2024
The battle against illegal and unethical robocalls continues to rage on. Powerful legislation, call center improvements, and sophisticated blocking apps have slowed but not stopped the onslaught of spam and scam calls and texts. Consumers have long been frustrated by what they see as a lack of progress, despite numerous FCC-led efforts. So what will 2024 offer to finally stop these costly and infuriating calls?
CSM Magazine
FEBRUARY 7, 2024
The Busby Girls Football Club is taking advantage of artificial intelligence (AI) and data analytics to take their game to the next level. In a new sponsorship agreement with Sabio Group, the digital experience transformation services specialist, Busby has invested in innovative Veo camera technology to help analyse and improve player performance. “We are extremely grateful to Sabio for their generous sponsorship,” said Gary Dickson, Head of Women & Girls Division at Busby Girls
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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.
Help Scout
FEBRUARY 7, 2024
In a competitive field like customer service, a great cover letter can help you stand out from the crowd. Check out these examples and tips for writing one of your own.
CSM Magazine
FEBRUARY 7, 2024
Sabio Group , the digital customer experience transformation services specialist, has expanded its partner leadership with the appointment of two new Global Partner Account Managers. Tina Cartwright and Nicole Regensburg join the Group with extensive experience and knowledge of the CX technology and vendor eco-system. Tina will be responsible for managing key Sabio partnerships with Avaya, Verint, Microsoft and Google.
Help Scout
FEBRUARY 7, 2024
Feeling overwhelmed in the queue? Help desk automation can help! When done well, automating certain tasks can give customers a better experience and reduce the stress on your team.
CSM Magazine
FEBRUARY 7, 2024
Imagine you’re a working professional in the bustling world of business, engineering, or technology. You have a stable job, but you know that to climb up the career ladder, you need something extra—an edge that sets you apart from your peers. That’s where the concept of continuing education comes into play. Especially in the dynamic field of operations management, pursuing an online masters in operations management can be that critical lever that catapults your career to new height
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!
Cisco - Contact Center
FEBRUARY 7, 2024
Every year, Cisco selects leaders who exemplify the passion, tenacity, and knowledge required to be a cybersecurity defender.
CSM Magazine
FEBRUARY 7, 2024
It is the beginning of another year and it is time to start with some new strategies for talent acquisition and recruitment teams. Numerous trends from the previous year will persist and exert influence on the talent and recruitment domain. Here, we will emphasize a few of these trends, such as skills-based hiring, the ongoing power dynamics between employees and employers, and the undeniable impact of AI.
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