JustCall
OCTOBER 19, 2023
The ability to connect with leads can make or break a deal. To reinforce that ability, mastering the art of call prioritization is crucial. Manual sales tasks and other administrative tasks take up a lot of your agents’ valuable time. Sales automation tools can help retrieve some of that time. These tools, like dialers, allow your agents to concentrate on sales and customer satisfaction.
Callminer
OCTOBER 19, 2023
This blog explores why you shouldn’t rely solely on LLMs to unveil insights in customer conversations, and offers other AI techniques that deliver conversation intelligence advantages.
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Beyond Philosophy
OCTOBER 19, 2023
I want to let you into a little secret. I’ve learned to ask customers a question over the years. Ready to know what it is? Has anything changed since the last time I spoke to you? This question is a good one. Customers change their minds on many occasions. If you think they are still where they were two weeks ago, when you last spoke, you might be surprised that things have changed.
AWS Machine Learning
OCTOBER 19, 2023
Companies increasingly rely on user-generated images and videos for engagement. From ecommerce platforms encouraging customers to share product images to social media companies promoting user-generated videos and images, using user content for engagement is a powerful strategy. However, it can be challenging to ensure that this user-generated content is consistent with your policies and fosters a safe online community for your users.
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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.
VirtualPBX
OCTOBER 19, 2023
In the ever-evolving landscape of business, knowledge is power. Every entrepreneur, whether seasoned or aspiring, understands the importance of having access to valuable resources, insights, and strategies. In our relentless pursuit of supporting businesses across diverse industries , we are thrilled to announce a game-changing initiative: the introduction of our Playbooks.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
LiveVox
OCTOBER 19, 2023
The LiveVox Fall 2023 release introduces fresh features aimed at enhancing the omnichannel customer experience and delivering actionable data and automation tools to contact centers in the U.S. and globally. First up, we’ve expanded our international communication capabilities. That’s right, we’re spreading our wings and making it easier for you to connect with customers around […] The post What’s New In LiveVox?
Fonolo
OCTOBER 19, 2023
If you’re in the contact center industry, 80/20 service levels are likely nothing new. You may have used 80/20 service levels in your operations! You may have wondered where those SLAs came from and if they are right for your business. Those are good questions! Contact center managers know that SLAs are essential for defining and measuring success for their businesses.
Cyara
OCTOBER 19, 2023
Customer experience (CX) has always been critical in the financial services industry. According to Forrester , a mere one-point improvement in CX Index scores can result in anywhere from $92 million to $123 million in additional revenue, depending on the size of the bank.
Cisco - Contact Center
OCTOBER 19, 2023
At this year’s EDUCAUSE, I sat down with Webster University and Collin College for a discussion hosted by The Chronicle of Higher Education.
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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
Provide Support
OCTOBER 19, 2023
Affiliate marketing is a great low-cost way to earn money without any investments and risk. Lots of online content creators partner with businesses, promote them and in return earn commission for each sale.
Cisco - Contact Center
OCTOBER 19, 2023
In today’s digital landscape, where the average user works remotes at least part time and uses a variety of cloud-delivered SaaS and private applications, old perimeter-based security paradigms are… Read more on Cisco Blogs
Call Experts
OCTOBER 19, 2023
Behind the Scenes: A Day in The Life of a Call Center Agent Have you ever wondered what is it like for the call center agent answreing my phone when I partner with Call Experts? In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent.
Cisco - Contact Center
OCTOBER 19, 2023
Over the past year, we’ve seen powerful examples of how cybersecurity is at the forefront of national security and business operations.
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.
Concentrix
OCTOBER 19, 2023
Unlock the Secrets of CX Transformation at this Concentrix & Forrester Event! Register Now for Insights and Strategies. Limited Spots!
Cisco - Contact Center
OCTOBER 19, 2023
Protecting industrial operations from cyberthreats should always be top of mind.
Concentrix
OCTOBER 19, 2023
Unlock the Secrets of CX Transformation at this Concentrix & Forrester Event! Register Now for Insights and Strategies. Limited Spots!
Momentum Telecom
OCTOBER 19, 2023
Download our FREE Guide to Managed Network Solutions The need for secure and cost-effective business networks is growing. Digital transformation is becoming a requirement. Applications are moving to the cloud. Employees are working remotely. Customers have higher demands than ever before. Cyber criminals are attacking companies of all sizes and in all industries.
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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.
JustCall
OCTOBER 19, 2023
In the digital age, every business is looking to expand its footprint to new geographies. This is because organizations realize the untapped opportunities they can expand to if they take their digital offering to these markets. But there is a problem. With the expansion to new geographies comes the need for streamlined communication. This is pivotal in building trust and enabling your customers to contact your support teams easily.
CSM Magazine
OCTOBER 19, 2023
In an industry as dynamic as travel, customer service often serves as the linchpin for success. While many companies focus on competitive pricing or unique offerings, there’s an often-overlooked factor that can significantly impact revenue: the quality of customer experience. As recent reports suggest, companies that invest in higher levels of customer service often reap the financial rewards in the investment created.
JustCall
OCTOBER 19, 2023
Call centers are high-pressure environments where every call is a new challenge. And customer service is the heart of all their operations. Amidst customer complaints, issue resolutions, and escalations, maintaining efficiency can seem like an uphill battle. Call center efficiency eventually leads to customer satisfaction. About 80% of customer organizations use customer satisfaction (CSAT) as a metric to gauge customer experience.
Hodusoft
OCTOBER 19, 2023
10 Effective Ways to Reduce Costs in Your BPO Contact Center Business Process Outsourcing (BPO) contact centers play a vital role in today’s modern businesses. They help manage customer interactions by serving as the initial point of contact. BPOs offer a comprehensive range of services, including but not limited to customer support and sales. As per a report , the customer care BPO market is estimated to rise from US$22,598.82 million in 2022 to US$34, 570.73 million by 2028; it is likely to re
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!
JustCall
OCTOBER 19, 2023
Remote workforce optimization has been one of the most searched topics on Google. And why not? Around 57% of candidates would look for a new job if remote working was not an option for them. On the leadership side, too, remote work is one of the top priorities. About 63.37% of leaders feel making WFH a permanent option should be essential: However, maintaining employee productivity for any contact center manager is near impossible, no matter how much they micro-manage.
CSM Magazine
OCTOBER 19, 2023
BigChange has developed a system to help commercial vehicle drivers avoid unexpected charges and fines associated with low emission and traffic congestion zones. With London’s ULEZ (Ultra Low Emission Zone) and an increasing number of cities bringing in similar charges, fleet operators and their drivers face challenges navigating these new restrictions.
JustCall
OCTOBER 19, 2023
A unique phone number holds the same value as an iconic logo. When done right, it can boost brand recall and help you to build a distinct brand personality. Personalization of your phone number is an unexplored area that demands greater attention. McKinsey claims that companies that grow faster drive 40% more revenue from personalization than their counterparts.
Zappix
OCTOBER 19, 2023
In an era defined by technological advancements and instant access to information, how we communicate and seek assistance is evolving.
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
JustCall
OCTOBER 19, 2023
In a world where 44% of customers get annoyed or irritated if they are kept on hold for 5 to 15 minutes and about 90% believe that immediate response is essential, call center agents are bound to feel overwhelmed and pressured. This leads to reduced productivity. That’s why ensuring that your agents deliver excellent customer service without the added pressure depends on the technology you utilize.
AWS Machine Learning
OCTOBER 19, 2023
High-resolution imagery is very prevalent in today’s world, from satellite imagery to drones and DLSR cameras. From this imagery, we can capture damage due to natural disasters, anomalies in manufacturing equipment, or very small defects such as defects on printed circuit boards (PCBs) or semiconductors. Building anomaly detection models using high-resolution imagery can be challenging because modern computer vision models typically resize images to a lower resolution to fit into memory for trai
AWS Machine Learning
OCTOBER 19, 2023
Customers increasingly want to use deep learning approaches such as large language models (LLMs) to automate the extraction of data and insights. For many industries, data that is useful for machine learning (ML) may contain personally identifiable information (PII). To ensure customer privacy and maintain regulatory compliance while training, fine-tuning, and using deep learning models, it’s often necessary to first redact PII from source data.
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