Tethr

SEPTEMBER 27, 2023

Learn how to improve your contact center's first call resolution using conversation intelligence software to analyze your repeat calls.

First call resolution 106

First call resolution Contact Center 106

TechSee

SEPTEMBER 28, 2023

Generative AI holds incredible potential. However, using ChatGPT is like using MS-DOS. Users have to learn a whole new set of prompts and skills. Generative AI isn’t yet built for mainstream user adoption. What would it take to make people want Generative AI? If service leaders could bridge this user experience gap, if they could deliver Generative AI-powered service as user-friendly and intuitive as a human agent, would customers use it?

Surveys 124

Surveys Chatbots Education Customer Support 124

SQM Group

SEPTEMBER 27, 2023

Working from home has its benefits, but it also brings challenges like distractions, isolation, work-life balance, and burnout for call center agents.

Call Center 91

Call Center 91

VirtualPBX

SEPTEMBER 28, 2023

Effective call center management is paramount to ensure customer satisfaction and operational efficiency. Fortunately, advancements in technology have made it easier than ever for call center managers to stay on top of their operations. One such tool, available on the VirtualPBX Premier Plan, is Live Dashboards , which provides call centers with a centralized hub to monitor queues, agent performance, and real-time call statistics.

Call Center 98

Call Center Abandon rate Abandon Call First call resolution 98

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Upstream Works

SEPTEMBER 28, 2023

Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect. We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post Unlocking the Potential of Generative AI in Contact Centers appeared first on Upstream Works.

Contact Center 88

Contact Center Management 88

Blueship Call Center

SEPTEMBER 26, 2023

The call center sector has seen a significant transition in the commercial world. Call centers began as internal divisions devoted to sales and customer service. The use of call center outsourcing techniques increased corporate productivity in the latter half of the 20th century. As globalisation gained traction, technology allowed firms to grow. Due to this, the number of call center outsourcing vendors who offer services adapted to different businesses and demands significantly increased.

outsourcing 70

outsourcing Call Center Calibration Contact Center 70

MiaRec

SEPTEMBER 24, 2023

How many calls are you currently assessing for quality assurance at the moment? And more importantly, how much time does each supervisor spend on this important task each week?

Contact Center 80

Contact Center Quality management Management 80

Avoxi

SEPTEMBER 28, 2023

Not all number types have the capabilities to make outbound calls. Learn the ones that do and more here.

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ShepHyken

SEPTEMBER 29, 2023

This week, we feature an article by Tarek Kamil, CEO and Founder of Cerkl, an internal communication software that helps teams connect. He writes about how employee engagement and customer experience can enhance business performance. Achieving success in business goes beyond offering quality products and services. Both employee engagement and customer experience are vital elements, and with some effort, it isn’t difficult for companies to build meaningful synergy between them.

Employee engagement 338

Employee engagement Morale Customer Experience Feedback 338

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

CCNG

SEPTEMBER 27, 2023

In constant flux, the current business landscape seems to be rapidly evolving. Different ideas are constantly emerging as the new go-to strategy. Budgets are getting tighter, and executive teams are asking contact center leadership to do more with a lower headcount. Employees and gig workers are harder to retain, and the job of the customer-facing agent is getting more complicated and stressful.

Management 195

Management Average Handle Time Self service First call resolution 195

Beyond Philosophy

SEPTEMBER 23, 2023

We can be grumpy about the restaurant experience. This self-awareness is key, especially when we realize that our behavior closely resembles the behavior of two grouchy Muppets heckling Kermit and Fozzie from the balcony. However, it’s easy to see that every business can learn from restaurants that bungle these moments of the experience. We are aware this episode is a grumpy rant.

Management 195

Management Customer Experience 195

Callminer

SEPTEMBER 25, 2023

The “more with less” economy has driven AI adoption as organizations strive to optimize CX. Read this blog to get the details on the 2023 CallMiner CX Landscape Report.

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ShepHyken

SEPTEMBER 25, 2023

Top Takeaways: The frequency of tipping, or “tipflation,” has increased across industries. Businesses should consider tipping practices’ impact on customer satisfaction and carefully evaluate when and how tipping should be implemented. Rising prices and increased pressure to tip can create a sense of guilt for consumers. This may lead some individuals to avoid experiences where they feel obligated to over-tip.

Benchmark 201

Benchmark Customer centricity Marketing Technology 201

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

TechSee

SEPTEMBER 27, 2023

TechSee’s Sophie AI merges voice, visual, and text interactions to help service teams resolve any questions or issues using natural language and intuitive visual guidance. NEW YORK, September 27, 2023 – TechSee , the leading company for remote visual experiences, today announces that it has launched Sophie AI, the first MultiSensory AI Agent for customer service.

Virtual Agent 124

Virtual Agent Customer Service Enterprise Customer centricity 124

Cyara

SEPTEMBER 28, 2023

Today’s contact centers are under pressure to innovate and evolve faster than ever. As digital transformation takes hold across all industries, businesses must quickly adapt and update their tools for customer engagement to more efficiently grow and expand their operations. And as we’ll discover, regression testing services play a crucial role in this.

Contact Center 136

Contact Center Customer Experience 136

Cisco - Contact Center

SEPTEMBER 28, 2023

Zero trust network access (ZTNA) is the ideal alternative to cellular gateways and VPN solutions for remote access. But in OT environments, ZTNA needs to be distributed.

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ShepHyken

SEPTEMBER 24, 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. Decoding CSAT: What It is and How to Calculate Your Score by Dorcas Adisa (Sprout Social) In this article, we answer everything you need to know about customer satisfaction score (CSAT).

Customer Service 171

Customer Service Morale Surveys Consulting 171

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

Concentrix

SEPTEMBER 25, 2023

Concentrix Corporation (NASDAQ: CNXC), a leading global provider of customer experience (CX) services and technologies, today announced it has closed its combination with Webhelp and the integration of the two companies is underway.

Technology 103

Technology Customer Experience 103

A Better Answer

SEPTEMBER 25, 2023

Outsourcing answering services has become a growing trend among companies seeking to enhance customer support while reducing operational costs. Understanding the financial advantages of outsourcing in the answering service industry is essential for businesses to make informed decisions that can positively impact their bottom line.

Answering services 100

Answering services outsourcing Customer Support 100

Real Blue Sky

SEPTEMBER 25, 2023

A Day of Golf, Networking, and Giving Back Real Blue Sky is proud to again be the presenting sponsor for the 10th Annual Fairways for Families 2023 Golf Tournament supporting Embrace Texas. The event serves as a testament to the power of community, generosity, and the shared goal of making a difference in the lives of vulnerable children and their caregivers.

Personalization 98

Personalization 98

AWS Machine Learning

SEPTEMBER 27, 2023

MDaudit provides a cloud-based billing compliance and revenue integrity software as a service (SaaS) platform to more than 70,000 healthcare providers and 1,500 healthcare facilities, ensuring healthcare customers maintain regulatory compliance and retain revenue. Working with the top 60+ US healthcare networks, MDaudit needs to be able to scale its artificial intelligence (AI) capabilities to improve end-user productivity to meet growing demand and adapt to the changing healthcare landscape.

Healthcare 98

Healthcare Engineering SaaS Analytics 98

Advertiser: ZoomInfo

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

Technology

ConvergeOne

SEPTEMBER 26, 2023

Retailers can stay connected with customers by using augmented reality (AR). AR is the use of a device to superimpose a computer-generated image on a user’s view of the real world. This digital information can be used in various forms and contexts, such as labels and instructions.

Personalization 97

Personalization Customer Experience Technology 97

AnswerConnect

SEPTEMBER 26, 2023

Discover the benefits of call forwarding services. How can it help you manage your calls, how does it work, and how do you set it up? The post What is call forwarding and how can it help your business? appeared first on AnswerConnect Blog.

Management 96

Management Answering services 96

A Better Answer

SEPTEMBER 29, 2023

We live in a fast-paced world, especially in most business sectors. As such, answering services have become indispensable for companies aiming to provide round-the-clock support to their customers. These services offer numerous benefits, but they also come with their fair share of challenges. Understanding and addressing these challenges is vital for businesses looking to make the most of their answering service partnerships.

Answering services 95

Answering services 95

C3Centricity

SEPTEMBER 26, 2023

How important is innovation in your organisation? If it is not one of your top three objectives, you’re missing out on revenue […] The post The Power of Creativity: How to Foster Innovation in Your Organization first appeared on c3centricity.

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90

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

Contact Center

AWS Machine Learning

SEPTEMBER 28, 2023

This post is co-written with Ilan Geller and Shuyu Yang from Accenture. Enterprises today face major challenges when it comes to using their information and knowledge bases for both internal and external business operations. With constantly evolving operations, processes, policies, and compliance requirements, it can be extremely difficult for employees and customers to stay up to date.

Enterprise 94

Enterprise Real estate Chatbots Construction 94

Cisco - Contact Center

SEPTEMBER 29, 2023

When I look at the evolution of network security and how IT and security practitioners have protected the network for the last 30 years, I can’t help but notice how traditional network security e… Read more on Cisco Blogs

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Concentrix

SEPTEMBER 25, 2023

Discover how we’re reimagining everything CX with our design, build, run model in the Concentrix Fact Sheet.

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