CCNG

NOVEMBER 29, 2023

There are five key performance indicators you should track to make sure your contact center operations are aligned with customer expectations. There are myriad metrics and indicators that an organization can monitor to measure contact center performance. And while each has its place and can add more detail to a big picture view, the following five are the best for signaling if contact center operations are aligned with customer expectations and that the levels of service being provided by your

Metrics 195

Metrics Contact Center Average Handle Time Surveys 195

SQM Group

NOVEMBER 28, 2023

This blog delves into customer service best practices that not only elevate the quality of interactions but also contribute to the overall success of call centers.

Best practices 81

Best practices Call Center Customer Service 81

Zappix

NOVEMBER 30, 2023

Visual Interactive Voice Response (Visual IVR) not only elevates the customer experience but also serves as a game-changer in maximizing the productivity of call center agents. The post Revolutionizing Call Center Efficiency: The Power of Visual IVR for Maximizing Agent Productivity appeared first on Zappix.

Interactive Voice Response 52

Interactive Voice Response Call Center Customer Experience 52

MiaRec

NOVEMBER 26, 2023

CX Today | MiaRec Tatiana Polyakova, COO of MiaRec , joins Charlie Mitchell of CX Today for the CX Today discussion to talk about five contact center use cases for conversational intelligence solutions. These are: Use Case 1 – Capturing the true voice of the customer Use Case 2 – Monitoring customer AND agent sentiment Use Case 3 – Uncovering the root causes of customer issues Use Case 4 – Automating quality management processes Use Case 5 – Redacting sensitive customer data During their in-dept

Contact Center 61

Contact Center Quality management Customer Experience Management 61

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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.

Cyara

NOVEMBER 30, 2023

The global contact center market is growing at an unprecedented pace. Already valued at $28.09 billion in 2022 , it’s expected to expand at a compound annual growth rate (CAGR) of 23.9% from 2023-2030.

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Contact Center Marketing Contact center software 76

BlueOcean

NOVEMBER 29, 2023

The fact that silos are the enemy of business success is nothing new. That they happen anyway is one of the biggest business challenges a leader must navigate. At Blue Ocean, we have long held the position that the customer experience and the employee experience are inextricably linked. We’ve said it so often it’s become cliché, but we stand by the concept that happy employees make for happy customers, and in outsourcing, happy customers make happy clients.

Contact Center 62

Contact Center Customer Care Employee engagement outsourcing 62

LiveVox

NOVEMBER 29, 2023

Protecting customer and company data poses a growing challenge in today’s fast-evolving digital landscape. As remote work has become a norm, organizations encounter new obstacles in identifying and authenticating users beyond their firewalls. This heightened exposure can bring increased vulnerability to network and system weaknesses, as well as potential compromises for organizations with traditional approaches. […] The post Secure Your Contact Center Operations with a Zero-Trust Framework

Contact Center 88

Contact Center Management 88

Balto

NOVEMBER 28, 2023

Call center quality management can present numerous challenges for your business. More often than not, you’ll find yourself dealing with one of the following two issues: a lack of data for accurate quality management, or an abundance of data with limited ability to transform it into useful insights. Artificial intelligence (AI) has introduced a wide range of solutions that enable faster, more accurate, and more efficient call center quality management.

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Quality management Call Center Management Contact Center 52

Cisco - Contact Center

NOVEMBER 27, 2023

The Transformational Tech series highlights Cisco’s grant recipients that use technology to help transform the lives of individuals and communities.

Technology 92

Technology 92

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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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Callminer

NOVEMBER 29, 2023

Despite increased investments in AI, concerns about AI risks are also prominent. Read this blog to learn about examples of responsible AI, showcasing how to use the technology while minimizing risk.

Technology 315

Technology 315

ShepHyken

NOVEMBER 27, 2023

Top Takeaways: Businesses use advanced technology like search and generative AI to create better customer experiences. When customers visit a company’s website and use the search bar to find information, the technology behind it can provide relevant and helpful results, making it easier to get the answers they need. Searching on the internet used to be about using keywords, but now it’s smarter!

Customer Experience 235

Customer Experience Self service Chatbots Engineering 235

Beyond Philosophy

NOVEMBER 30, 2023

One of my clients has done an excellent job in the last couple of years improving their customer experience. However, much of it was the easy stuff and hasn’t had the breakthrough effect they hoped to get. I wasn’t surprised by this problem, and I will explain why in this issue. It is critical to mention that my client has done an excellent job prioritizing.

Finance 195

Finance Customer centricity Accountability Technical Support 195

Cisco - Contact Center

NOVEMBER 30, 2023

Across the United States, local communities, transportation departments, and transit, port, and turnpike authorities are seeking new and better ways to deliver on their mission-critical objectives to… Read more on Cisco Blogs

Transportation 119

Transportation 119

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

AWS Machine Learning

NOVEMBER 28, 2023

Artificial intelligence (AI) is a rapidly evolving field with the potential to improve and transform many aspects of society. In 2023, the pace of adoption of AI technologies has accelerated further with the development of powerful foundation models (FMs) and a resulting advancement in generative AI capabilities. At Amazon, we have launched multiple generative AI services, such as Amazon Bedrock and Amazon CodeWhisperer , and have made a range of highly capable generative models available throug

industry standards 108

industry standards Engineering Enterprise Government 108

ShepHyken

NOVEMBER 28, 2023

I recently bought a software solution. The advertising said, “Easy to install and easy to use.” It was half right. I had no problem installing the software. However, using it was a different story. The good news is that when I reached out to technical support, I had a response within minutes. Despite the quick service, after I followed the instructions, the software still wasn’t working, and the entire process was confusing.

Technical Support 212

Technical Support Education Advertising Customer Service 212

Beyond Philosophy

NOVEMBER 25, 2023

My client is disappointed with their results. Their experience improvement efforts have been successful, but not as wildly successful as they had hoped. When my client shared this with me on a recent call, I was neither surprised nor perplexed about what was going on with them. Getting the whole organization to embrace the customer requires more than most organizations think.

Customer centricity 195

Customer centricity Finance Technology Customer Experience 195

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango. In a recent episode of The Digital Customer Success Podcast , Totango’s SVP of Customer Success, Chris Dishman had an insightful conversation with host Alex Turkovic about digital customer success (CS) hot topics, including health sc

Enterprise 103

Enterprise Best practices Marketing Sales 103

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

TeamSupport

NOVEMBER 30, 2023

Your company’s reputation depends on excellent customer support. Even if you utilize tools like self-help, community forums, or automation, some customer issues still require a human touch. Although hiring staff can be costly, companies can’t afford to skip it if they are concerned about customer satisfaction. Case management continues to play a critical role in preserving customer relationships while also feeding the product development process.

Customer Service 106

Customer Service B2B Customer Support Customer centricity 106

ShepHyken

NOVEMBER 28, 2023

I recently bought a software solution. The advertising said, “Easy to install and easy to use.” It was half right. I had no problem installing the software. However, using it was a different story. The good news is that when I reached out to technical support, I had a response within minutes. Despite the quick service, after I followed the instructions, the software still wasn’t working, and the entire process was confusing.

Technical Support 167

Technical Support Education Advertising Customer Service 167

Real Blue Sky

NOVEMBER 27, 2023

Just wrapped up the Fairways for Families golf tournament, presented by Real Blue Sky, and we’re still riding the high of what we’ve achieved. As a long-time supporter and board member of Embrace Texas , Bryant Richardson was inspired to see about 100 golfers come together for this cause. This event isn’t just about the love of the game; it’s Embrace’s main fundraiser, pivotal in supporting their mission.

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Cisco - Contact Center

DECEMBER 1, 2023

It’s that time of the year again! The holidays are upon us, and leaves are changing — depend ing on where you live — but most importantly, Cisco Live APJC in Melbourne is here!

Personalization 104

Personalization 104

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

Contact Center

AWS Machine Learning

NOVEMBER 27, 2023

Amazon Elastic Compute Cloud (Amazon EC2) accelerated computing portfolio offers the broadest choice of accelerators to power your artificial intelligence (AI), machine learning (ML), graphics, and high performance computing (HPC) workloads. We are excited to announce the expansion of this portfolio with three new instances featuring the latest NVIDIA GPUs: Amazon EC2 P5e instances powered by NVIDIA H200 GPUs, Amazon EC2 G6 instances featuring NVIDIA L4 GPUs, and Amazon EC2 G6e instances powered

Enterprise 102

Enterprise Technology Personalization Management 102

ShepHyken

NOVEMBER 27, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Field Tested Tips for Aligning Customer Service and Marketing by Ronnie Gomez (Sprout Social) If a business is an orchestra, then every department is its own instrument.

Customer Service 167

Customer Service Morale Customer retention Marketing 167

Select VoiceCom Blog

NOVEMBER 29, 2023

Today, businesses have a lot on their plate. It’s challenging enough to provide excellent products and services, maintain standing, and continue development. But now, they must also consider expanding and improving their services without going over budget and compromising quality. These challenges made business process outsourcing (BPO) increasingly prominent.

outsourcing 98

outsourcing Business Process Outsourcing Government Telecommunications 98

Cisco - Contact Center

DECEMBER 1, 2023

The Context Sustainability isn’t just about protecting the planet for future generations. It’s also about preserving the delicate balance that allows life to thrive today and tomorrow.

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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

AWS Machine Learning

NOVEMBER 29, 2023

Data preparation is a crucial step in any machine learning (ML) workflow, yet it often involves tedious and time-consuming tasks. Amazon SageMaker Canvas now supports comprehensive data preparation capabilities powered by Amazon SageMaker Data Wrangler. With this integration, SageMaker Canvas provides customers with an end-to-end no-code workspace to prepare data, build and use ML and foundations models to accelerate time from data to business insights.

Engineering 101

Engineering Big data Customer centricity Education 101

kommunicate

NOVEMBER 29, 2023

Last Updated on November 29, 2023 In a large enterprise, the role of a Product Manager emerges as a linchpin for success. A PM is someone who paves the path for the growth of the product and turning into a cash cow for the business. Marty Cagan, in his seminal work “Inspired,” succinctly captures the [.] The post How To Resolve Customer Experience Issues As A Large Company’s Product Manager appeared first on Kommunicate Blog.

Management 98

Management Customer Experience Enterprise 98

VirtualPBX

NOVEMBER 29, 2023

Guest Blog From SayNine Business communication changes almost on a daily basis, and it is essential for businesses to try to keep up with the new trends in the sphere. One of the newly emerged game-changers in this sphere is the Voice over Internet Protocol (VoIP) for your business. It revolutionized the way organizations communicate both internally and with clients.

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voip Analytics B2B Technology 98