TeamSupport

MAY 21, 2024

The Future of TeamSupport AI is Here. TeamSupport is thrilled to announce its latest suite of AI-powered tools, built to increase agent efficiency and help your team take customer support to the next level. TeamSupport’s AI Assist incorporates the latest conversational AI technology, acting as a seasoned copilot to help agents close tickets faster, bringing faster, more satisfying resolutions to customers with less tedious manual work for agents.

Customer Support 95

Customer Support Technology Customer Service 95

AWS Machine Learning

MAY 21, 2024

Retrieval Augmented Generation (RAG) models have emerged as a promising approach to enhance the capabilities of language models by incorporating external knowledge from large text corpora. However, despite their impressive performance in various natural language processing tasks, RAG models still face several limitations that need to be addressed. Naive RAG models face limitations such as missing content, reasoning mismatch, and challenges in handling multimodal data.

Engineering 88

Engineering Consulting Consulting Finance 88

Beyond Philosophy

MAY 17, 2024

Quality assurance is crucial in Customer Experience Management, and assessing call center operations provides valuable insights into an organization’s customer-centricity. The subject of today’s episode is the result of our None of Use is Clever as All of Us feature. One of our listeners, Jamie Scott of Evaluate Agent shared his thoughts on Quality Assurance and the problems organizations have regarding this area.

Customer centricity 221

Customer centricity Call Center Metrics Quality management 221

ShepHyken

MAY 19, 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. 99% of Consumers Rely on Online Reviews Before Making Purchases by Jon McDonald (CardRates) Reviews offer insight that an online description can’t and provide feedback from customers who have used or previously purchased the product of interest.

Customer Service 202

Customer Service Government Banking Customer centricity 202

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

Call Center

VirtualPBX

MAY 16, 2024

Simply put, when you or someone from your company makes a call, this is an outbound call , meaning the call is going out of your office or team space. In contrast, if someone calls you or someone in your company, this is an inbound call , meaning that it is coming in for someone at your company to answer. Call and contact centers make inbound and outbound calls, and most businesses will deploy a mix of both to optimize efforts and maximize efficacy.

Telemarketing 105

Telemarketing virtual call center call center professionals Technical Support 105

Select VoiceCom Blog

MAY 17, 2024

Select VoiceCom is celebrating Mother’s Day this whole month of May, honoring our hardworking moms from different campaigns and departments with more than just a day of appreciation. In this month-long celebration, SVC prepared a simple treat to bring smiles to the faces of our 220 mom employees. We pampered our supermoms with chic gift bags of custom beauty must-haves—brushes, mirrors, and scrunchies—so they can always look fabulous despite their hectic schedules.

Call Center 98

Call Center Management 98

Totango

MAY 17, 2024

Some believe AI is overhyped. Others think we are already in the midst of transformation. The reality is that most of us sit in the middle. A recent poll taken during the Higher Logic Super Forum SPARK conference in April says 61% of CS professionals sometimes use AI platforms alongside other systems, while 11% always leverage AI in various instances and workflows.

Accountability 89

Accountability Government Chatbots Engineering 89

delighted

MAY 20, 2024

When it comes to getting high survey response rates , nothing beats out a survey that meets your users right where they are, on your website or in your app. However, web surveys can be notoriously finicky to implement well, often requiring multiple rounds with designers and developers to get a survey that looks native and triggers seamlessly. Our new Web Widget for Surveys makes it unbelievably easy to set up a native pop-up survey.

Surveys 82

Surveys SaaS Feedback Engineering 82

Cisco - Contact Center

MAY 20, 2024

Discover how Cisco XDR's MITRE ATT&CK mapping strengthens your security operations. Learn to identify security gaps and improve your cybersecurity posture.

91

91

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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.

AWS Machine Learning

MAY 16, 2024

This post is co-written with HyeKyung Yang, Jieun Lim, and SeungBum Shim from LotteON. LotteON aims to be a platform that not only sells products, but also provides a personalized recommendation experience tailored to your preferred lifestyle. LotteON operates various specialty stores, including fashion, beauty, luxury, and kids, and strives to provide a personalized shopping experience across all aspects of customers’ lifestyles.

Personalization 88

Personalization APIs Scripts Technical Support 88

SQM Group

MAY 16, 2024

Effective communication is the cornerstone of excellent customer service. Specifically, the ability to offer a genuine apology when things go wrong plays a crucial role in managing customer relationships and upholding the company's reputation.

Management 83

Management Customer Service 83

A Better Answer

MAY 21, 2024

Choosing between a virtual receptionist service and employing in-house staff is a pivotal decision that impacts a business's operational costs, efficiency, and ability to scale. This comparison illuminates the financial nuances of each option, breaking down the components such as initial setup costs, ongoing expenses, and the potential for scalability.

Customer Service 69

Customer Service Answering services 69

Helpware

MAY 21, 2024

In the ever-evolving landscape of customer service, the true competitive advantage lies in embracing the synergy between cutting-edge technologies and the irreplaceable human touch. Businesses that successfully navigate this balance not only drive digital transformation but also cultivate deeper, more meaningful connections with their customers. This is the impact of digitizing customer experience.

Best practices 68

Best practices Customer Experience Technology Customer Service 68

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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

Cisco - Contact Center

MAY 16, 2024

Learn how Cisco and Nutanix deliver operational ease, adaptability, and robust infrastructure through complete simplicity, complete flexibility, and complete resiliency delivered in the Cisco Compute Hyperconverged with Nutanix solution.

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98

Tethr

MAY 22, 2024

Learn how you can use Tethr’s sentiment analysis for contact centers to tap into customer conversation insights that drive CX improvements.

Contact Center 62

Contact Center 62

Concentrix

MAY 22, 2024

June 20, 2024 | 3:30PM – 9:00PM CET Join the European Trust & Safety Community! As Trust and Safety is becoming a major concern for digital players all over the world, sharing experience and best practices with actors faced with common challenges is key to developing the industry on a regional level.

Best practices 54

Best practices 54

Amplifai Coaching Category

MAY 22, 2024

Overwhelmed by call center analytics? Discover practical solutions to common challenges. Learn how to effectively analyze data, leverage AI, and implement targeted strategies to improve agent performance, customer satisfaction, and operational efficiency.

Call Center 52

Call Center Analytics 52

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

FluentStream

MAY 22, 2024

When was the last time you had a really amazing customer experience? I mean, like so good that you told a friend or wanted to hug the person who helped you? You felt so appreciative because someone heard you, helped. Read More The post FluentStream’s Award-Winning Customer Service: Putting Customers First, Always appeared first on FluentStream.

Customer Service 52

Customer Service Personalization Customer Experience 52

Cisco - Contact Center

MAY 17, 2024

Secure Client Management capabilities aren’t going away with the SecureX EOL, the functionality is simply migrating to the Cisco Security Cloud Control service.

Management 97

Management 97

Zappix

MAY 22, 2024

Burlington, MA (May 22, 2024) ( Businesswire )– Zappix, a leading provider of Digital Patient Engagement Solutions, today announced it has been named a Top 10 Patient Experience Solution Provider for 2024 by Healthcare Tech Outlook Magazine. This recognition underscores Zappix’s dedication to driving digital transformation in healthcare and delivering a superior patient experience.

Healthcare 52

Healthcare Analytics Education Marketing 52

TCN

MAY 22, 2024

In today’s digital landscape, contact centers are on the front line for addressing customer queries, The post How to Use Analytics to Maximize Your Contact Center Performance appeared first on TCN.

Contact Center 52

Contact Center Analytics 52

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

CSM Magazine

MAY 22, 2024

Are you tired of the same old SEO tactics that seem to get you nowhere in the vast digital landscape? It’s time to move beyond keywords and tap into the strategic power of professional SEO. In the ever-evolving world of online content, staying ahead of the game requires a fresh approach. Let’s explore how a seo expert can elevate your digital presence and drive tangible results. 1.

Engineering 52

Engineering Analytics Accountability 52

Interaction Metrics

MAY 16, 2024

Can you read your customers’ minds? I didn’t think so — which is why you’re reading about customer experience research firms. Pick the right firm, and you’ll understand your customers and get inside their heads! Over 100 years ago, Ford Motor Company founder Henry Ford advised, “If there is any one secret of success, it lies in the ability to get the other person’s point of view and see things from his angle.” This observation ignited the auto indu

Customer Experience 62

Customer Experience Surveys Consulting Consulting 62

Cisco - Contact Center

MAY 16, 2024

Assurance is top of mind for our customers, analysts, and the market at large. This blog covers four reasons why assurance is more critical than ever, and why it should be on your radar as well.

Marketing 85

Marketing 85

Help Scout

MAY 20, 2024

Two very different approaches to the application of technology in pursuit of a particular goal, the outer edges of the responses that individuals and companies have to every new technology. Between Bjorn Borg and The Borg.

Technology 57

Technology 57

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

Unymira

MAY 21, 2024

In a bold move that rocked the tech industry, Broadcom completed its acquisition of VMware in December 2023. This acquisition has introduced a series of significant changes to VMware's software licensing, which took effect in February 2024. These adjustments are causing ripples across the industry, particularly among cloud service providers, and necessitate a careful reassessment of how companies use Broadcom products.

SaaS 52

SaaS Management 52

CSM Magazine

MAY 22, 2024

Search Engine Optimization (SEO) has become an essential aspect of digital marketing in recent years. It helps businesses to rank higher in search engine results pages (SERPs), which in turn increases their visibility and drives more traffic to their website. As we move into 2024, it is important to stay up to date with the latest SEO trends that an seo company will employ to ensure that your website is optimized for success.

Engineering 52

Engineering Best practices Marketing Metrics 52

AnswerConnect

MAY 21, 2024

Wondering how an after-hours answering service can help your business? Discover what it can do, how it works and what to consider before making your choice. The post After-hours answering services: your guide for business growth appeared first on AnswerConnect Blog.

Answering services 52

Answering services Customer Experience 52