LiveVox

JULY 19, 2023

Customer care has long been perceived as a cost center—a necessary but burdensome expense. However, forward-thinking businesses have discovered that a well-designed customer care strategy can actually become a cash generator. By leveraging effective strategies and tactics, companies can turn customer care into a revenue-driving powerhouse. In this article, we will explore key approaches to […] The post How To Devise a Customer Care Strategy That Actually Drives Revenue appeared first on Li

Customer Care 76

Customer Care Customer Experience 76

CCNG

JULY 19, 2023

Workforce Management (WFM) is the art and science of scheduling the right number of people with the right skills, at the right time, to handle work within service level and budget. Forecasting is the key to solving the puzzle of scheduling the right number of people. It lays the foundation for efficient staffing levels and optimal resource utilization.

Workload forecasts 195

Workload forecasts CCNG Consulting Consulting 195

Callminer

JULY 19, 2023

Learn how to manage the rollout of an AI-powered conversation intelligence solution to maximize ROI in the first 90 days.

Management 238

Management 238

ShepHyken

JULY 19, 2023

At a recent customer service presentation, the speaker who preceded me said that we must do better than simply meeting our customers’ expectations, and he shared some stories of truly amazing service experiences. Then it was my turn to speak. I didn’t want to contradict him, but I needed the audience to understand that it is impossible to go above and beyond with customers at every interaction.

Management 156

Management Customer Service Customer Experience Personalization 156

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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.

Hodusoft

JULY 19, 2023

In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls. Choosing the right inbound call center software can help businesses in improving customer satisfaction, reducing wait times, and increasing operational efficiency.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

JivoChat

JULY 19, 2023

Businesses, sports teams, educational institutes, and organizations leverage data to enhance results. While there are different types of data that you, as a business, can dive into, primarily, it helps make meaningful decisions. One avenue of data collection is social media, often known as social data. We’d love for you to check out our piece on the evolution of social data & audience intelligence.

Customer advocacy 75

Customer advocacy Benchmark Analytics Marketing 75

Cisco - Contact Center

JULY 19, 2023

No matter what century you research, you’ll find innovative people doing things to make everyday life easier.

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DMG Consulting

JULY 19, 2023

Donna Fluss provides insight on quantifying benefits for a contact center technology investment Donna Fluss July 19, 2023 There’s not one answer to this common question since it varies from company to company. Hear what Donna thinks is of critical importance when considering the quantification. The post Donna Fluss provides insight on quantifying benefits for a contact center technology investment appeared first on DMG Consulting.

Contact Center 62

Contact Center Technology Consulting Consulting 62

Concentrix

JULY 19, 2023

Learn about the transformative power of generative AI and unlock untapped revenue streams. Click here to embark on a new era of innovation.

Healthcare 62

Healthcare 62

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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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AWS Machine Learning

JULY 19, 2023

Large language models (LLMs) can be used to analyze complex documents and provide summaries and answers to questions. The post Domain-adaptation Fine-tuning of Foundation Models in Amazon SageMaker JumpStart on Financial data describes how to fine-tune an LLM using your own dataset. Once you have a solid LLM, you’ll want to expose that LLM to business users to process new documents, which could be hundreds of pages long.

Construction 62

Construction APIs Big data Engineering 62

24-7 InTouch

JULY 19, 2023

IntouchCX leads from the future to transform experiences by creating products and solutions that are intently designed to meet the changing needs of customers and front-line employees in an era of convenience. IntouchNXT focuses on the trends that matter by curating a collective of the most future-thinking customer experience (CX) disruptors and technologists to create a portfolio of new solutions that redefine CX to meet the new shape of customer support.

Customer Experience 52

Customer Experience Customer Support 52

Balto

JULY 19, 2023

New partnership offers a seamless integration experience with leading cloud communication platforms St. Louis – Balto , a leader in uniting contact center agents with AI for better conversations, today announced it has joined the new 8×8 Technology Partner Ecosystem by 8×8, Inc. to provide enhanced customer experiences with AI-driven capabilities.

Technology 52

Technology contact center workforce Coaching Contact Center 52

Abby Connect

JULY 19, 2023

Welcome to the exciting world of real estate, where growth opportunities abound, and success is within reach. Whether you’re a seasoned real estate professional or just starting out, the desire to expand your business and achieve greater heights is a common aspiration.

Real estate 52

Real estate 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

Expivia

JULY 19, 2023

Contact centers are the heart of any business. They not only shape customer experience but also play a key role in driving revenue. However, shaping an effective contact center culture isn’t just about adhering to KPIs and maintaining quality scores. It’s about identifying the core values that will drive the center’s operations, aligning those values with your business strategy, and instilling them in every member of your team.

Contact Center 52

Contact Center Schedule adherence Technical Support Analytics 52

LiveVox

JULY 19, 2023

The Business Process Outsourcing (BPO) industry has witnessed remarkable growth and transformation over the years. In this article, we present ten surprising statistics that shed light on the BPO landscape. From the tools BPOs use to the challenges they face, we’ll also explore the predicted impact of AI on the industry in the next decade. […] The post BPO Statistics You Need To Know in 2023 appeared first on LiveVox.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing 52

Injixo

JULY 19, 2023

Mastering the balancing act between operational efficiency and superior customer experience, while taking care of your employees is complex, but rewarding. It requires you to meticulously navigate multiple facets of scheduling — creating schedules that deliver great workload fit, taking into account a multi-skilled workforce, planning vacation time and organizing offline time in the most efficient way.

Call Center 52

Call Center Accountability Time management Management 52

CSM Magazine

JULY 19, 2023

Significant resource planning efficiencies help European customer service outsourcer release valuable time back into customer care. Calabrio , the workforce performance company, has announced that Ascensos is using Calabrio ONE to schedule 2,500 agents at 7 contact centre locations in the UK, Romania, Turkey, and South Africa. Agents handle on average 170,000 contacts every week.

outsourcing 52

outsourcing Coaching Self service Customer centricity 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

JivoChat

JULY 19, 2023

Learn How to Sell Furniture Online and Where Do you know how to sell furniture online? If you have a physical furniture store and want to expand your business by opening an ecommerce store or you are planning to begin a new business in this sector, knowing how to create a website and sell online are important skills. But, you will also need to understand what it takes to manage sales online, control the inventory, and deliver on due time.

Analytics 57

Analytics Marketing Sales Accountability 57

CSM Magazine

JULY 19, 2023

In the era of digitalization, most industries are undergoing global changes, and the gambling industry is no exception. Online casinos have become an affordable and popular alternative to traditional land-based casinos, offering players convenience, a wide selection of games and, in some cases, better terms. Moreover, at the nowadays users have a lot of specific options to work with, it could be the best mastercard casino sites , or the best bitcoin casinos, and for each case, there are a lot of

Technical Support 52

Technical Support Accountability Technology Customer Experience 52

SmartKarrot

JULY 19, 2023

It’s awe inspiring to see AI-generated Drake and The Weeknd songs go viral, Adobe unveiling future of Creative Cloud with Generative AI and ChatGPT becoming pervasive across tools and platforms. Such technologies are usually grounded in data and computing power. These make today’s systems more and more intelligent. When it comes to post-sales operations, it is evident that these technologies can assist us in extracting valuable insights from the vast amount of data.

Accountability 10

Accountability B2B Technology Sales 10

AWS Machine Learning

JULY 19, 2023

Amazon SageMaker Model Cards enable you to standardize how models are documented, thereby achieving visibility into the lifecycle of a model, from designing, building, training, and evaluation. Model cards are intended to be a single source of truth for business and technical metadata about the model that can reliably be used for auditing and documentation purposes.

Government 80

Government Best practices Metrics Enterprise 80

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!

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