Beyond Philosophy

MAY 15, 2023

” Having lived through many recessions, I have seen time after time what happens. times effectively engage customers on digital channels 2.9 times effectively engage customers on digital channels 2.9 There seem to be so many conflicting opinions it reminds me of that old joke. You’ll get 11 opinions.”

Customer Experience 195

Customer Experience Self service Feedback Management 195

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. Collaboration is now a foundational expectation, and the digital tools that facilitate that are an integral part of their every-day lives. especially if it will increase service levels, reduce time wasted, and guarantees a positive outcome.

Self service 76

Self service Contact Center Benchmark Chatbots 76

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! vs. 39.5%) They’re more able to implement and optimize new capabilities, thereby also reducing costs. Through the use of better tools, and more precise focus on agent scripting improvements. Doing so will transform your contact center from a cost-center into a revenue generator.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

VirtualPBX

OCTOBER 11, 2023

Guest Blog From Sphinx Solution VoIP , a technology that allows you to make calls over the Internet, has been steadily transforming global communications for the past decade, unlocking significant ROI in communication for businesses worldwide. Cost savings VoIP allows you to avoid both cumulative and one-off costs.

voip 104

voip Accountability Customer retention Technology 104

SmartAction

OCTOBER 25, 2023

The advent of digital communication channels such as chat, email, and social media has provided convenient alternatives for customer inquiries. Voice communication offers a unique level of personal connection, allowing personalization, nuances, and emotional cues to be conveyed effectively – even through AI.

Interactive Voice Response 90

Interactive Voice Response Customer Service Virtual Agent Self service 90

NobelBiz

MARCH 26, 2024

Key components of CXA include: Chatbots and virtual assistants: These AI-powered tools provide instant assistance to customers, addressing queries and guiding them through various processes. Trust in the power of IVR to transform your contact center into a high-performing hub of customer engagement and success.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation.

Customer Service 77

Customer Service Chatbots Customer centricity Feedback 77

AWS Machine Learning

FEBRUARY 13, 2024

In this post, we discuss how BigBasket used Amazon SageMaker to train their computer vision model for Fast-Moving Consumer Goods (FMCG) product identification, which helped them reduce training time by approximately 50% and save costs by 20%. BigBasket also wanted to reduce the training cycle time to improve the time to market.

Engineering 99

Engineering Gamification Scripts Big data 99

Expivia

FEBRUARY 18, 2024

Transforming Customer Service: The Evolution of Contact Center Outsourcing In the rapidly evolving business landscape, where technological innovation outpaces traditional business models, the contact center outsourcing industry is undergoing a monumental shift.

Customer Support 40

Customer Support outsourcing Strategic Value Contact Center 40

3CLogic

FEBRUARY 28, 2024

Lately, artificial intelligence (AI) is at the core of any customer-centric digital transformation. While there’s an extensive list of benefits as it pertains to GenAI, this blog will cover only one of the simpler and yet impactful use cases for GenAI — auto-call summarizations. Is it worth the investment?

Contact Center 59

Contact Center Average Handle Time APIs Customer centricity 59

Expivia

FEBRUARY 15, 2024

Mastery of these technologies enables BPOs to implement solutions that significantly enhance efficiency, reduce operational costs, and improve customer satisfaction — all while reducing reliance on large numbers of agents, something that BPOs have been very uncomfortable to do in the past.

Contact Center 52

Contact Center Business Process Outsourcing outsourcing Technology 52

aircall

OCTOBER 24, 2022

There’s no shortage of business literature advocating for digital transformation. But digital transformation means different things to businesses in different growth stages. For small-to-medium businesses (SMBs) there’s a stronger focus on digital transformation cost saving.

Finance 48

Finance Benchmark Management Technology 48

CSM Magazine

NOVEMBER 23, 2023

Traditional warehouse management solutions are evolving to meet the demands of the digital age. In this blog post, we’ll explore the advantages of WAMS over traditional warehouse management systems and delve into the role of technology in modern warehouse management. WAMS can have a direct impact on reducing operating costs.

Transportation 52

Transportation Analytics Morale Customer centricity 52

Natalie Petouhof

AUGUST 15, 2022

Valoir’s State of Digital Transformation study published in Fall 2021 found that the biggest challenges for successful digital transformation were not budgets or resources, but departmental politics and lack of executive leadership. Increased context reduces ACH. Original Article by Valoir Incorporated.

Customer Experience 52

Customer Experience Metrics Technology Contact Center 52

AWS Machine Learning

SEPTEMBER 28, 2023

Internally, employees can often spend countless hours hunting down information they need to do their jobs, leading to frustration and reduced productivity. With the right strategy, these intelligent solutions can transform how knowledge is captured, organized, and used across an organization.

Enterprise 95

Enterprise Real estate Chatbots Construction 95

NobelBiz

FEBRUARY 27, 2024

It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse. Curtail Operational Expenses : Cost-effectiveness is crucial. Optimization helps reduce unnecessary expenses while maintaining service quality. Table of Contents What is Call Center Optimization?

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Hodusoft

APRIL 6, 2022

Many trends will come up when it comes to customer experience, and this blog will cover these trends in an easy-to-understand manner. Helped them to reduce the time spent on mundane tasks and increase their customer service quality. Great way to save time and reduce human errors. It is the key to success.

Customer Experience 105

Customer Experience call center software Contact Center Call Center 105

Quadient

DECEMBER 16, 2021

The scope, definitions and deliverables included in the December 13, 2021 “ Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government ” bring best practices for digital transformation to key government agencies and programs. . Reducing effort. Government seeks to: .

Government 52

Government Customer Experience Best practices Healthcare 52

CSM Magazine

JANUARY 17, 2024

In 2023, HubSpot Blog conducted a study entitled The State of Video Marketing in 2023. They are highly effective because of the quick run-through and short duration. How Can Enterprise Video Platforms Transform Communication? Economical: Because of their tremendous potential for scalability, EVPs are highly cost-effective.

Enterprise 52

Enterprise Analytics Marketing Sales 52

Upstream Works

DECEMBER 18, 2019

The coming decade will likely bring just as much change, and in our view, the best way to understand that is through the lens of digital transformation. In broad terms, digital transformation is about how digital technologies give rise to new capabilities that can transform how we work and experience things.

Contact Center 78

Contact Center Technology Personalization Customer Experience 78

24-7 InTouch

MAY 3, 2023

KYC is essential to the trust and safety of your business, leading to reduced fraud, enhanced risk management, and improved data management. Digital transformation has had a significant impact on the fintech industry , revolutionizing the way financial services are delivered and utilized.

Finance 52

Finance Banking Government Accountability 52

Anexa BPO

JANUARY 30, 2023

In recent years, we have seen how technological advancements have transformed the way businesses operate, and the use of technology has proven to be an effective way to navigate through economic challenges. COVID-19 and the resulting lockdowns forced businesses to turn to a digital sales model in order to stay in business.

Technology 52

Technology outsourcing Customer centricity Sales 52

aircall

AUGUST 4, 2021

Despite those fears, a recent study showed that remote and hybrid work have the potential to increase productivity by 5% —not to mention the impact on economic growth by cutting down on the costs of in-person work. billion through 2024. So how can they effectively and successfully manage the digital transformation?

Employee engagement 108

Employee engagement Consulting Consulting Morale 108

Hodusoft

MARCH 6, 2024

Primarily, the success of e-commerce or any customer service-related company is measured through increased customer satisfaction and loyalty. In this blog, we will delve into the details of how BPOs are helping e-commerce businesses improve operational efficiency and customer support services using contact center software.

Customer Support 52

Customer Support Contact center software Business Process Outsourcing Interactive Voice Response 52

Cisco - Contact Center

DECEMBER 10, 2019

Artificial Intelligence Transforming Call Centers. The Contact Center business is going through a series of very important changes driven by the technology innovation, the raise of socials and the new consumption models being evaluated by most of the companies. Recent Advances that are transforming the IVR Experiences.

Interactive Voice Response 83

Interactive Voice Response Call Center Contact Center Self service 83

24-7 InTouch

JULY 13, 2023

The world of digital commerce is ever-changing when it comes to customers’ purchasing behavior and their expectations of brands. It’s no surprise that digital commerce growth spiked in 2020, but it doesn’t stop there. By providing exceptional customer experiences through personalized communication, brands remain competitive.

outsourcing 52

outsourcing Customer Care Customer Support Metrics 52

NobelBiz

APRIL 2, 2024

At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction. We are determined to elevate efficiency as an industry standard by constantly adopting new technology and keeping costs in check.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

SmartAction

OCTOBER 26, 2023

The healthcare landscape underwent a profound transformation in the aftermath of the COVID-19 pandemic, reshaping the traditional roles of Interactive Voice Response (IVR) systems and contact centers. Virtual agents offer an additional advantage to healthcare providers – cost savings.

Healthcare 68

Healthcare Interactive Voice Response Virtual Agent Self service 68

Call Design

FEBRUARY 10, 2022

While older, legacy systems are common, many contact centres are adopting new digital strategies to elevate productivity and manage unpredicted surges in call volume. Ensuring that labour costs do not blow out, break times are optimised, and agents are engaged and managed effectively is hard to achieve on a large scale.

Interactive Voice Response 78

Interactive Voice Response Gamification Technology Quality management 78

aircall

JUNE 25, 2021

The indicators of an efficient operation include digital transformation , automation, and communication, among many other factors. With so many plates spinning at once, it’s easy for operations managers to let some issues fall through the cracks. Tasks that cost the company money. Reduces Business Risks.

Management 62

Management Education Call Center virtual call center 62

Comm100

FEBRUARY 6, 2024

This is a huge boon because the current surge in digital media is making it harder for people—pupils and working adults alike, to focus for long periods. In this blog post, you will learn some of the most effective gamification strategies and how they can benefit your higher education students and overall teaching experience.

Gamification 40

Gamification Education Feedback Construction 40

AWS Machine Learning

MAY 23, 2023

This is a guest blog post co-written with Vik Pant and Kyle Bassett from PwC. With organizations increasingly investing in machine learning (ML), ML adoption has become an integral part of business transformation strategies. The following diagram illustrates this architecture.

Engineering 74

Engineering Government Calibration Scripts 74

OctopusTech

MARCH 16, 2020

In today’s digital world, with the increased utilization of devices, security concerns are also growing. Addressing this challenge appropriately through optimized designs of the website could certainly assist eCommerce companies to boost sales. Cost Reduction. Digitization. Data Security. Summing up.

outsourcing 98

outsourcing Finance Customer Support Marketing 98

Totango

JUNE 30, 2020

The digital transformation of business has shifted enterprise focus toward customer retention and the pursuit of long-term value. At the same time, it’s harder to cut through the noise to reach customers right now and harder to decide how and what to communicate. Tips on Communications During a Crisis. Segmentation and Support.

Best practices 126

Best practices Customer retention Metrics Enterprise 126

Cisco - Contact Center

JUNE 18, 2020

We acquired Voicea, and quickly integrated new AI-powered agent call transcription capabilities that improve productivity and call wrap-up efficiency through best in class word error rate and transcription accuracy performance. Here are some of the key reasons that we believe contributed to our leadership position: The Cisco Brand.

Contact Center 123

Contact Center Enterprise contact center solutions Cloud contact 123

ChurnZero

JANUARY 6, 2022

Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. What’s the Difference Between a Cost Center and a Profit Center? Cost centers do not directly generate revenue for the business.

Metrics 98

Metrics Journey mapping SaaS Sales 98

VocalCom

JUNE 24, 2020

The use of emerging technologies such as automation and AI to manage customer experience will be key to improve significantly contact centers’ efficiency and reduce costs. COVID-19, accelerating the industry’s digitalization. Technology is now the glue that is holding the digital economy together.

Customer Experience 62

Customer Experience Multichannel Contact Center Chatbots 62