Beyond Philosophy
SEPTEMBER 13, 2024
Fair Warning: this episode regarding excuses was prompted by recent experiences with tradespeople during Colin’s kitchen renovation. No one likes excuses, least of all your customers. Lately, Colin has been hearing many amazing excuses about why something can or cannot be done in his kitchen project. It got him thinking about excuses and why people make them.
CCNG
SEPTEMBER 11, 2024
The technological advancements of recent years have paved the way for transformative trends that are reshaping how contact centers operate, deliver services, and engage with customers. Ranging from the intricacies of AI-driven personalization to the influential real-time analytical capabilities shaping proactive decision-making, these trends not only redefine operational structures but also signify a monumental shift in how contact centers engage with customers, aiming to provide unparalleled ex
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ShepHyken
SEPTEMBER 10, 2024
In a recent Amazing Business Radio episode, I interviewed Rony Vexelman, the VP of marketing at Optimove , who said, “Companies that put their customers at the center are the companies that are outperforming their competition.” Who would disagree with that statement? Well, Heather Quick Ginevan did, and she included a great explanation in just one sentence.
Callminer
SEPTEMBER 9, 2024
CallMiner's 2024 CX Landscape Report makes one thing clear — organizations are becoming more intentional and strategic about their use of AI to drive CX and overall business value.
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
Toister Performance Solutions
SEPTEMBER 12, 2024
You want to create a customer experience vision. A CX vision is the foundation of any service culture. It's a shared definition of an outstanding customer experience that gets everyone on the same page. The one thing stopping you is time. You cringe at the thought of endless focus groups, exhaustive committee meetings, and months of back-and-forth. All that to create an incomprehensible word salad that nobody likes.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ShepHyken
SEPTEMBER 8, 2024
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 comments about each article and would like to hear what you think too. Nine Areas of Focus for Improved Customer Service Training by Rolling Stone Culture Council (Rolling Stone) Because they have direct interactions with customers on a daily basis, a company’s customer service team plays a large role in that organization’s success.
Cisco - Contact Center
SEPTEMBER 12, 2024
Cisco Nexus 9300 Series switches and Cisco NX-OS allow you to perform scheduled maintenance and non-scheduled maintenance without impacting production traffic and critical systems.
AWS Machine Learning
SEPTEMBER 12, 2024
Organizations generate vast amounts of data that is proprietary to them, and it’s critical to get insights out of the data for better business outcomes. Generative AI and foundation models (FMs) play an important role in creating applications using an organization’s data that improve customer experiences and employee productivity. The FMs are typically pretrained on a large corpus of data that’s openly available on the internet.
Kapta Customer Success
SEPTEMBER 10, 2024
Discover how integrating a dedicated account management strategy enhances the 'land and expand' approach, transforming initial wins into lasting partnerships and sustained growth.
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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.
Connect
SEPTEMBER 10, 2024
by Craig Smith, CX Automation Manager and Damian Copeland, COO While artificial intelligence (AI) has been around for nearly 50 years, adoption rates are accelerating across every business sector as the hype around generative AI (GenAI) spurs investment. In the contact centre space, many operators have already implemented AI technology in some guise to support better engagement and enhance customer experience (CX).
ShepHyken
SEPTEMBER 9, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How has the perception of customer service evolved from being seen as a cost center to being recognized as a profit center? What are the potential long-term effects of prioritizing cost reduction in customer service? Why should companies focus on aligning with customers on the desired outcome rather than just providing a direct solution?
Cisco - Contact Center
SEPTEMBER 12, 2024
Hello there, my name is Hank Preston, and I’m CCNA certified. Well, actually, I’m also CCNP, CCIE, and DevNet Expert certified, but it is the CCNA that started me on my journey way back on August 8, 2004.
Enghouse Interactive
SEPTEMBER 9, 2024
AI is transforming contact centers by automating customer interactions, enhancing agent productivity, and improving CX. EnghouseAI offers modular solutions for seamless AI integration, optimizing processes, and driving customer satisfaction and retention.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
AWS Machine Learning
SEPTEMBER 11, 2024
Machine learning operations (MLOps) are a set of practices that automate and simplify machine learning (ML) workflows and deployments. What is MLOps provides a detailed description of this concept. As ML workloads become increasingly complex and consume more energy and resources, a growing number of companies are looking for ways to manage both the costs and the carbon footprint associated with these workloads.
Interactions
SEPTEMBER 13, 2024
In the ever-evolving world of customer experience (CX), Boston is home to some of the most innovative and transformative leaders in the industry. From financial services to retail, these leaders are pushing the boundaries of CX, driving customer satisfaction, and leading digital transformation efforts. If you’re in the CX space, here are the top 10 customer experience leaders you should follow to stay ahead of the curve. 1.
BlueOcean
SEPTEMBER 10, 2024
Are you in the middle of “contact center RFP season”? The RFP questions listed below provide you with a comprehensive guide on how you can structure the request and the actual questions you can add to your RFP. We segmented the questions into six key sections: Company Overview Agent Workforce Contact Center Reporting Project Management Technology Pricing Company Overview Get to know the history and organization of the vendor.
Cisco - Contact Center
SEPTEMBER 11, 2024
Integrating ThousandEyes with Meraki MX revolutionizes managed services by enhancing network visibility, proactive monitoring, and seamless management, ensuring superior digital experiences and reduced downtime for clients.
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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.
Interaction Metrics
SEPTEMBER 9, 2024
If you ask your marketing team, “What’s our brand?” they’ll give you principles wrapped up in a snappy slogan. Ask them how they allocate their budget, and they’ll list ads, social media, and conference costs. But if you ask them what their customer service strategy is, you’ll probably get blank stares. Here are two realities worth pondering: Every company communicates something about itself through customer service.
AWS Machine Learning
SEPTEMBER 11, 2024
Time series data is a distinct category that incorporates time as a fundamental element in its structure. In a time series, data points are collected sequentially, often at regular intervals, and they typically exhibit certain patterns, such as trends, seasonal variations, or cyclical behaviors. Common examples of time series data include sales revenue, system performance data (such as CPU utilization and memory usage), credit card transactions, sensor readings, and user activity analytics.
Certified Languages International
SEPTEMBER 13, 2024
International Translation Day: Celebrating an Art Worth Protecting International Translation Day is an opportunity to honor the work done by professional translators and language professionals to facilitate conversations, unite nations, and foster peace throughout the globe. It was officially recognized in 2017, when the United Nations General Assembly passed a resolution designating September 30 (which coincides with the feast day of Jerome, patron saint of translators, librarians, libraries, a
ChurnZero
SEPTEMBER 13, 2024
In just a few short weeks, I’ll be taking the stage alongside Chief Listening Officer Bob London at ChurnZero’s ZERO-IN 2024 conference to talk about how to automate customer success without sacrificing customer intimacy. Bob is an expert in customer discovery and listening skills. My expertise, as you know from my articles here , lies in all things automation and digital customer experience.
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.
Cisco - Contact Center
SEPTEMBER 9, 2024
Success in cybersecurity requires continuous learning and awareness. That's why Cisco University offers industry-leading courses to help keep you ahead of the game. Get an inside look at how it helped one attendee, in our latest blog.
CSM Magazine
SEPTEMBER 13, 2024
In today’s ever changing business environment, the need for effective employee training and development programs has never been more critical. Companies across industries are realizing that their most valuable asset is their people, and investing in their growth not only enhances skills but also boosts morale, productivity, and retention. When done right, these programs can deliver measurable results that significantly contribute to a company’s bottom line.
AWS Machine Learning
SEPTEMBER 12, 2024
Thomson Reuters , a global content and technology-driven company, has been using artificial intelligence and machine learning (AI/ML) in its professional information products for decades. The introduction of generative AI provides another opportunity for Thomson Reuters to work with customers and advance how they do their work, helping professionals draw insights and automate workflows, enabling them to focus their time where it matters most.
VirtualPBX
SEPTEMBER 10, 2024
We’re proud to announce via press release today that our Business Phone product has earned the prestigious 2024 Teleworking Award, recognizing its innovative solutions for the challenges of remote work. As businesses shift to hybrid and remote models, we understand how critical reliable communication is for maintaining productivity and collaboration.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
Zappix
SEPTEMBER 12, 2024
Patient no-shows are a persistent issue for healthcare providers, affecting operations and patient care. When a patient misses an appointment without notice, it creates inefficiencies that ripple through the entire health system. From lost revenue to wasted resources, no-shows take a significant toll, making it essential for healthcare organizations to find effective solutions to mitigate this problem.
Cisco - Contact Center
SEPTEMBER 9, 2024
Learn how BT and Cisco's partnership empowers communities through the Cisco Networking Academy, providing free, online courses to help Ukrainian women and other learners develop crucial digital skills and advance their careers.
CSM Magazine
SEPTEMBER 13, 2024
The role of a practice manager in the healthcare world is often overlooked, but it’s an essential position that ensures a clinic runs smoothly and patients are properly cared for. Practice managers do more than just book appointments and keep the office looking tidy and inviting—they also take on the responsibility of managing finances, hiring staff, and looking after quality of care in a clinic.
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