AWS Machine Learning

MAY 23, 2023

In this post, we start with an overview of MLOps and its benefits, describe a solution to simplify its implementations, and provide details on the architecture. We finish with a case study highlighting the benefits realize by a large AWS and PwC customer who implemented this solution.

Engineering 75

Engineering Government Calibration Scripts 75

Fonolo

NOVEMBER 19, 2020

Just under 50% of respondents indicated they currently use some form of call-back solution in their enterprise contact centers, with UK businesses leading the charge. Earlier this year, Fonolo teamed up with the Ryan Strategic Advisory to gain insights into how the industry utilizes call-back technology. Read on to learn more!

Contact Center 162

Contact Center Abandon rate Enterprise Government 162

ShepHyken

MARCH 22, 2019

Today’s customer is more informed and fully expects an increasingly personalized service, despite the fact that most of their shopping is virtual. Read Shep’s latest Forbes article: Using KonMari Methods To Tidy Up And Spark Joy Into Customer Service. John Boccuzzi Jr.

Customer Experience 267

Customer Experience Banking Technology Consulting 267

CSM Magazine

OCTOBER 6, 2022

EXL , a leading data analytics and digital operations and solutions company, today announced its recognition as a Leader in the 2022 Information Services Group (ISG) Provider Lens Power and Utilities Services and Solutions report. . For more information about EXL’s solutions for the utilities industry, click here.

Analytics 52

Analytics Finance Healthcare Banking 52

Cisco - Contact Center

JUNE 29, 2020

Customer service and support has always been a mission-critical component for successful business operations, even as your teams have been scattered and working remotely. You’ll get the guidance, support, and solutions you need to achieve agility for the midterm, while also developing a long-term plan. Co-Author: Cindy Gallie.

Contact Center 97

Contact Center Call flow Enterprise Customer centricity 97

Satrix Solutions

APRIL 21, 2022

Is your company thinking about: • Changing your customer service or support model? Developing a new solution? Customer Advisory Boards / Product Councils. The post Qualitative Research in Customer Experience: When it’s better than Quantitative appeared first on Satrix Solutions. Refining your product offering?

Customer Experience 103

Customer Experience B2B Feedback Consulting 103

Cisco - Contact Center

JUNE 18, 2020

We’ve launched Webex Contact Center in multiple geographies, and recently introduced Webex Contact Center Enterprise , a robust, scalable, cloud contact center solution that meets the unique and sophisticated needs of very large enterprises. Contact Center Installed Base.

Contact Center 121

Contact Center Enterprise contact center solutions Cloud contact 121

Outsource Consultants

JUNE 8, 2023

Saint Louis Park, MN, June 8, 2023 – Todd Tierney, a veteran of the call center and customer service industry, has joined Outsource Consultants as an Executive BPO Matchmaker. Throughout his impressive career spanning two and a half decades, Tierney has been a prominent figure in the call center industry.

Consulting 67

Consulting Consulting outsourcing Call Center 67

Outsource Consultants

JUNE 8, 2023

Saint Louis Park, MN, June 8, 2023 – Bob Guarnieri, a veteran of the call center and customer service industry, has joined Outsource Consultants as an Executive BPO Matchmaker. I look forward to offering solutions and creating lasting partnerships with those companies that feel under-served in the industry.”

Consulting 67

Consulting Consulting outsourcing Telecommunications 67

CSM Magazine

JANUARY 26, 2023

an award-winning digital customer experience (CX) solutions provider for innovative technology and other blue-chip companies, announced today the launch of its first Digital CX Center of Excellence in Singapore. Angie Tay, Group Chief Operating Officer, TDCX TDCX Inc.,

Customer Experience 52

Customer Experience Benchmark Advertising Technology 52

The Northridge Group

JULY 6, 2022

The urgent need to support the healthcare workforce and respond to what has become an exhaustion crisis was addressed in a 2022 Advisory by U.S. Key Stressors and Solutions. Lack of feedback on performance – Healthcare contact center associates want to deliver the service and care asked of them. But how do they know what counts?

contact center associations 119

contact center associations Contact Center Healthcare Call Center 119

Inbenta

AUGUST 11, 2022

Based on its proprietary and patented technology, Inbenta offers a set of conversational solutions for businesses across a range of industries such as chatbots , knowledge management tools and search engines. According to the report: “What makes Inbenta hot is its novel use of neuro-symbolic AI.

Chatbots 64

Chatbots Engineering Marketing Technology 64

CSM Magazine

FEBRUARY 24, 2022

PCI Pal , the global cloud provider of secure payment solutions for business communications, has announced the details of its second annual Payments conference focused on the future of security and customer experience. Industry experts, customers and partners from around the world are taking part in the virtual event on 3 rd March 2022.

Government 52

Government Consulting Consulting SaaS 52

CSM Magazine

JANUARY 26, 2022

PCI Pal , the global cloud provider of secure payment solutions for business communications, has today announced the details of its second annual Payments conference focused on the future of security and customer experience. Tony Gee , Security Consultant & Speaker, Pen Test Partners.

Government 52

Government SaaS Engineering Best practices 52

CSM Magazine

JANUARY 18, 2024

She founded Tamang Ventures, an advisory firm focused on generative AI, and created the “Era of Generative AI” project to promote awareness of AI’s possibilities. She is now an acclaimed author, entrepreneur, and global speaker specialising in the societal and business impacts of emerging technologies.

Education 52

Education CRM Technology Analytics 52

ClientSuccess

SEPTEMBER 30, 2020

What is a Customer Advisory Board (CAB)? For SaaS companies, a Customer Advisory Board (CAB) can become a group of trusted influencers as you build industry thought leadership and relationships. Your Customer Advisory Board needs the same time and attention as any other key stakeholder relationship, not unlike investors or employees.

SaaS 75

SaaS Enterprise Feedback Surveys 75

DMG Consulting

MAY 5, 2020

The digital transformation that is underway throughout the world has ushered in a new era of omni-channel service. Speech and text analytics solutions, collectively known as interaction analytics (IA), provide a comprehensive, unfiltered view of all activity that occurs between customers and an organization.

Enterprise 96

Enterprise Analytics Consulting Consulting 96

TeamSupport

NOVEMBER 11, 2020

This concept, as detailed in the new whitepaper by ServiceXRG, illustrates how well-defined service programs and effective adoption of your product can be the keys to maximizing recurring revenue performance. Part 1 of this blog series highlights excerpts from the key concepts for using services to retain and grow recurring revenue.

Customer Support 98

Customer Support Coaching Engineering Education 98

TechSee

AUGUST 31, 2022

However, not every visual engagement provider offers the ideal solutions to your needs. Download our complete guide on choosing a visual assistance solution for your business. They expect a great experience, they expect great service and support, and they expect you to meet their expectations. Platform vs Point Solution.

APIs 109

APIs Enterprise Technology Self service 109

ShepHyken

APRIL 8, 2022

It is not only about the product or service, which channel, and in what frequency or time of the year a customer is buying. A personalized approach to customer issues, consultative product advisories based on customer needs, and brand advocacy make the post-purchase brand experience special. . Brand care experience .

Customer Experience 184

Customer Experience Contact Center Contact center software Personalization 184

DMG Consulting

OCTOBER 13, 2020

IVAs Role in Delivering a Great Service Experience. Today, companies are trying to put these solutions in production as quickly as they can. Innovative IVA vendors are applying these advances to their solutions, delivering feature-rich, user-friendly offerings. IVA Trends for 2020.

Self service 87

Self service Virtual Agent Consulting Consulting 87

ConvergeOne

SEPTEMBER 30, 2022

As the experts in Digital Modernization, Collaboration and Cloud, ConvergeOne can help you evaluate your options and find the right path forward with our broad portfolio of cloud-first solutions and services that support risk mitigation, cost predictability, revenue growth, resiliency and flexibility.

Enterprise 52

Enterprise Customer Experience 52

Outsource Consultants

FEBRUARY 24, 2021

Saint Louis Park, MN, February 17, 2021 – Mike Hallowell, a veteran of the call center and customer service industry, has joined Outsource Consultants as Executive Vice President of Sales. Outsource Consultants is a call center referral and advisory firm that helps companies find the perfect fit outsource call centers.

Consulting 67

Consulting Consulting outsourcing Healthcare 67

DMG Consulting

NOVEMBER 3, 2020

WFM Solutions for a more Agile Business World. To borrow from a popular idiom, these are “not your mother’s WFM solutions” – and the new capabilities are getting rave reviews. . AI and intelligent automation are enabling major enhancements to WFM solutions. Self-Service Comes on Strong. Change is born of necessity.

Self service 87

Self service Gamification Contact Center Virtual Agent 87

CX Global Media

JUNE 6, 2017

It’s a $40 billion industry and the fourth fastest growing according to Common Sense Advisory. And managing language services has not been on the top of a contact center leaders list. Unified Language Services Management. Other departments may also be using language services. GLOBO Language Solutions, LLC.

Contact Center 176

Contact Center Government Healthcare Call Center 176

DMG Consulting

MAY 26, 2020

The greatest areas of investment in service organizations and contact centers are in AI, robotic process automation (RPA), big data and digital-oriented applications, all of which are delivered via the cloud. Predictive analytics, an AI-based application, is getting a lot of attention, even if these solutions are still in their infancy.

Analytics 96

Analytics Contact Center APIs Consulting 96

DMG Consulting

FEBRUARY 5, 2020

Do you plan to implement any automation solutions (e.g., IVA, bots, RPA, AQM, self-service, WFM, etc.) Cloud-Based Contact Center Solutions. Contact Center Automation Solutions. in the next couple of years? Do you plan or are you engaged in a digital transformation that includes digital and social media channels?

Omni-channel support 87

Omni-channel support Contact Center Interactive Voice Response Self service 87

Satrix Solutions

MARCH 30, 2020

Online and in-app surveys, focus groups, advisory boards, and user groups can be fantastic methods for gathering valuable customer feedback. Advisory boards, product councils and user groups allow for much deeper and more targeted feedback from a small group of customers (or prospects). Was it a service issue?

B2B 78

B2B Feedback Surveys Personalization 78

Cisco - Contact Center

AUGUST 3, 2020

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. This award honors vendors that have embraced technology as a key tool for customer service excellence and distinguish their success as innovators, thought leaders, and market movers in the contact center and customer care industries.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

ConvergeOne

APRIL 26, 2022

Discover the Benefits of a Robust Cyber Recovery Solution. ConvergeOne's Hassan Kassih dives into the four pillars of a successful Cyber Recovery Solution. GARTNER is a registered trademark and service mark of Gartner, Inc. Read the thought leadership article now. Hackers have grown far more sophisticated and aggressive.

Consulting 84

Consulting Consulting Management Technology 84

DMG Consulting

DECEMBER 1, 2020

Artificial Intelligence (AI)-based self-service capabilities – Self-service has become the channel of choice for customers in many countries, as surprising as it seems. Customers increasingly prefer to interact with effective self-service solutions that allow them to take care of their business without the assistance of live agents.

Contact Center 100

Contact Center Government Self service Virtual Agent 100

Fonolo

OCTOBER 20, 2020

The crisis accelerated this trend, as Senior Analyst of Ryan Advisory, Peter Ryan, told us, My view is that the home-working model has been latently gaining steam over the past few years, but the pandemic has thrust it into the limelight. Advisor Ryan Strategic Advisory. Peter Ryan, Snr. Peter Ryan, Snr. What Next for Contact Centers?

Contact Center 126

Contact Center Coaching Education Analytics 126

ConvergeOne

MARCH 1, 2022

A managed endpoint detection and response services. For smaller districts without a chief information security officer on staff, he recommends either contracting with a virtual CISO service, or start a self-assessment using the free Top 18 Critical Security Controls guide from the Center for Internet Security.

Education 94

Education Technology Marketing Management 94

JustCall

MARCH 16, 2021

JustCall users can view live call activity, call analytics, service level analytics, number & team analytics, and a lot more! The predictive dialer and progressive dialer are more sophisticated solutions that support users in their calling operations. Auto Dialer, Predictive Dialer, and Progressive Dialer. About Deloitte.

Interactive Voice Response 69

Interactive Voice Response Biotechnology Analytics call center software 69

Call Center Weekly

NOVEMBER 13, 2017

Those doing the work, are often the one's to identify the best solutions for improvement. It is aligned with professional growth and should take on the form of mentorship or an advisory role. Doing so shows them you respect their opinions, and it also ensures that you get all the input possible in your decision-making process.

Entertainment 159

Entertainment Feedback Government Contact Center 159

Satrix Solutions

MARCH 11, 2021

How do you compare during sales, implementation, service, and overall product and pricing? Will you be meaningfully changing your product or service? Each experience with your product or service can have an impact on how your brand is perceived [.] appeared first on Satrix Solutions. What do you do well?

B2B 78

B2B Sales SaaS Feedback 78

CSM Magazine

JUNE 27, 2023

Zenarate raises $15M and leads movement from passive training to natural language AI Simulation Training to develop confident and prepared customer service and sales agents who deliver superior empathetic experiences and performance. Agents are often the only human connection brands have with their customers and prospects.

Coaching 59

Coaching Telecommunications Healthcare First call resolution 59