ShepHyken
JUNE 4, 2024
This is the third article this year about the concept of simplicity. Why? It apparently resonates with our subscribers, as there have been many comments and emails. Consider these quotes: It was either Mark Twain, Benjamin Franklin, Pascal, Cicero, or some other famous smart person who said, “If I had more time, I would have written a shorter letter.
Callminer
JUNE 3, 2024
Contact centers are responsible for more than simple answering customer phone calls or live chats. Read this blog to learn about the connection between brand experience and contact centers.
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Beyond Philosophy
MAY 31, 2024
This has been created in partnership with NICE. AI is a significant development in experience management, but many organizations need help with its implementation. While experimenting with AI, like ChatGPT, offers a glimpse of its potential, it’s challenging to understand how AI fits into the broader tech stack and business systems. In today’s episode, Elizabeth Tobey , (Head of Marketing for Digital and AI for NICE ) NICE , an AI platform, shares insights on effectively using AI to enhanc
TechSee
MAY 30, 2024
In the dynamic realm of customer service, where time is of the essence and flawless interactions are a must, we are thrilled to introduce a major update and game-changing innovation: TechSee’s enhanced automated AI modeling. This cutting-edge feature is a significant stride in accuracy and speed, equipping businesses with the ability to provide unmatched service and support experiences to their customers.
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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.
Concentrix
JUNE 4, 2024
Company ranks 499 on the Fortune 500® list,based on 2023 revenue NEWARK, Calif. (June 4, 2024) – Concentrix Corporation (NASDAQ: CNXC), a global technology and services leader, today proudly announces its debut on the prestigious Fortune 500® list, securing the 499th position.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Momentum Telecom
JUNE 4, 2024
New Offering Ensures Secure and Compliant Collaboration for Agencies and Contractors ATLANTA, June 4, 2024 – Momentum , a leading global managed services provider, is excited to announce the availability of PSTN (Public Switched Telephone Network) Calling and Conferencing services for Microsoft Teams for Government Community Cloud (GCC) High. This release marks a significant milestone in providing secure, reliable, and compliant collaboration solutions tailored for U.S. government agencies and c
Beyond Philosophy
MAY 30, 2024
A Master Class Part 3: Unlocking The Psychology of Customer Experience Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Welcome to the third episode of our Master Class series on the Psychology of Customer Experience. This series is designed to explore the foundational concepts of the behavioral sciences.
Interactions
MAY 30, 2024
Interactions and Kyndryl have a lot in common; we’re both technology leaders in our respective fields, work with the world’s most recognizable brands and are obsessed with the success of our customers. Naturally, a partnership makes sense. Today, that idea becomes a reality. Together, Interactions and Kyndryl, the world’s largest IT infrastructure services provider, are announcing the availability of Kyndryl Interactive AI for Service Desk , a dynamic IT support service that blends Artificial In
Cisco - Contact Center
JUNE 5, 2024
In three months since the Splunk acquisition, Cisco and Splunk have been hard at work with new use cases and integrations. Find out what's being announced at Cisco Live US 2024.
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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
AWS Machine Learning
JUNE 4, 2024
As customers seek to incorporate their corpus of knowledge into their generative artificial intelligence (AI) applications, or to build domain-specific models, their data science teams often want to conduct A/B testing and have repeatable experiments. In this post, we discuss a solution that uses infrastructure as code (IaC) to define the process of retrieving and formatting data for model customization and initiating the model customization.
Momentum Telecom
MAY 30, 2024
Momentum’s Microsoft Teams Phone Recognized for Exceptional Innovation in Unified Communications ATLANTA, May 30 — Momentum announced today that TMC , a global, integrated media company helping clients build communities with in person and digital marketing campaigns, has named Momentum’s Microsoft Teams Phone as a 2024 Unified Communications Product of the Year Award winner. “We are incredibly honored to have Momentum’s Microsoft Teams Phone recognized as the 2024 Unified Communicati
Tethr
JUNE 4, 2024
Tethr and Awaken Intelligence are merging to become Creovai, bringing together best-in-class conversation intelligence and real-time agent assistance.
ChurnZero
MAY 30, 2024
Customer education is essential for the success of your product. If your customers don’t understand your product, they will not use it. However, not all companies have roles dedicated to customer education, and when customer education does become a priority, it can feel overwhelming to build a customer education program from scratch. It doesn’t have to be.
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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.
Cisco - Contact Center
JUNE 4, 2024
Cisco's Customer Advocate Awards are back! Cisco Advocates are change makers and innovators, and we recognized the finalists at Cisco Live in Las Vegas. To wrap-up, we're celebrating our winners.
AWS Machine Learning
MAY 30, 2024
Organizations across media and entertainment, advertising, social media, education, and other sectors require efficient solutions to extract information from videos and apply flexible evaluations based on their policies. Generative artificial intelligence (AI) has unlocked fresh opportunities for these use cases. In this post, we introduce the Media Analysis and Policy Evaluation solution, which uses AWS AI and generative AI services to provide a framework to streamline video extraction and eval
Helpware
JUNE 4, 2024
As much as at its core programming revolves around 1's and 0's, quantifying the performance of development teams is a far more complicated story than one number can tell. Measuring and tracking development efficiency has been an ongoing topic of debate and one of the most difficult parts of any engineering manager’s job. The long-held belief is that development processes come with too many moving parts and that there’s often not a clear link between input and output which makes development more
Interactions
JUNE 5, 2024
How Interactions Has Built a Winning Combination of Humans and Technology In the world of Intelligent Virtual Assistants (IVAs), a 97% intent accuracy rate is remarkable — we won’t shy away from saying it. But what’s as important as touting this metric is explaining how we achieve it for our clients. IVA vs. IVR vs. Interactions First, a quick explainer on where Interactions falls within Interactive Voice Response (IVR) and Intelligent Virtual Assistant (IVA) systems.
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.
SQM Group
JUNE 5, 2024
Although most companies have multiple contact channels available to their customers, the most frequently used channel is still the phone.
Cisco - Contact Center
JUNE 4, 2024
No matter how reliable and performant your network is, it doesn’t matter if it’s not secure. To help make the world a safer place, we need to reimagine security.
AWS Machine Learning
MAY 30, 2024
This post is co-written with Murthy Palla and Madesh Subbanna from Vitech. Vitech is a global provider of cloud-centered benefit and investment administration software. Vitech helps group insurance, pension fund administration, and investment clients expand their offerings and capabilities, streamline their operations, and gain analytical insights. To serve their customers, Vitech maintains a repository of information that includes product documentation (user guides, standard operating procedure
AnswerConnect
JUNE 4, 2024
Consumers trust you more when you speak their language. Discover how a Spanish answering service can help you tap into a new client stream and win more work. The post Attract more business with a Spanish answering service appeared first on AnswerConnect Blog.
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!
OctopusTech
JUNE 3, 2024
The conversion and cart abandonment rates of e-commerce websites largely depend on the Ecommerce checkout page’s design and optimization. With specific considerations, including reduced form fields, faster page speed, a mobile-first approach, multiple payment methods, and a clear call to action, organizations can design a flawless checkout process. Here, we will tell you 10 informational tips to Increase e-commerce checkout Page Conversions and take your business to the next level!
Outsource Consultants
MAY 30, 2024
Call Centers in Mexico: A Thriving Industry with a Rich History The relationship between the United States and Mexico in the call center industry is a fascinating one, fueled by economic factors, government initiatives, and technological advancements. Let’s dive into how Mexico became a leader in outsourced customer service. NAFTA Opens the Door The North American Free Trade Agreement (NAFTA) in the 1990s paved the way for a more open economic environment between the US, Canada, and Mexico
Cisco - Contact Center
JUNE 3, 2024
In the spirit of World Bicycle Day on June 3rd, let's explore how the lessons of this iconic race, Giro d'Italia, align with our evolving partner strategy and illuminate the path to success in the ecosystem era.
CSM Magazine
JUNE 4, 2024
Instagram is more than just a social media platform; it’s a powerful tool for brands to connect with their audience. Genuine engagement is crucial for building a loyal following and ensuring long-term success. This article explores five top services that can help you increase real interactions on Instagram by providing authentic followers, views, and likes.
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Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro
JustCall
JUNE 3, 2024
Hello you all, especially those making calls to the UK! There’s been an important update in the KYC process for getting UK phone numbers. We want to ensure you have all the information you need to navigate this smoothly. What is the new regulation? The UK government has implemented new regulations that apply to all phone number providers in the country.
OctopusTech
JUNE 3, 2024
Interested to know how having a web redesign can be helpful? Well, strap in because we’ll be getting right into it here. In the business world of the twenty-first century, your website is like your shop. It is where people interested in your offer come to see what is happening. Hence, it must look and perform its best as it is a representation of the company.
TCN
JUNE 5, 2024
Contact centers must rely on compliance and regulations to keep customers safe and protected. The Telephone Consumer Protection Act (TCPA) is one of the most significant regulations contact centers must adhere to. Enacted in 1991 and amended multiple times since then, the TCPA regulates telemarketing calls, auto-dialed calls, prerecorded calls, text messages and unsolicited faxes. […] The post Understanding the Impact of TCPA Regulations on Contact Center Operations appeared first on TCN.
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