Mon.Apr 15, 2024

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Building Skills for the Sport of Support

Help Scout

As we venture into this next season of support, where AI will make our landscape more competitive and providing human support will become more demanding, what kinds of skills should we be developing?

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People, Process & Technology and the Intersection of AI: Part 2

The Northridge Group

In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area. In Part 2 of our series, we hear thoughts from industry experts Petra Seals, The Northridge Group’s Managing Principal and Patrick O’Hara, NRG Managing Director of Service Delivery, regarding the risks an organization takes w

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Cisco Telemetry Broker (CTB) 2.1 Launch

Cisco - Contact Center

The ability to generate NetFlow from devices that do not natively produce it along with significant storage efficiency and improved workflows make for a significant update to CTB.

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Benefits of a SASE Approach

ConvergeOne

As technology advances and work environments become increasingly decentralized, many organizations face unique challenges in ensuring the security of their data and networks. An innovative approach that continues to gain significant traction is Secure Access Service Edge (SASE). This comprehensive cybersecurity framework combines networking and security functionalities, offering a strategic solution to protect against a wide range of threats.

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

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.

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The Journey: Quantum’s Yellow Brick Road

Cisco - Contact Center

The world of computing is undergoing a revolution with two powerful forces converging: Quantum Computing (QC) and Generative Artificial Intelligence (GenAI).

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Don’t Drop the Call: A Guide to Political Call Center Procurement

Outsource Consultants

Political campaigns are a whirlwind of activity, and with this year’s election approaching, securing the right call center partner is crucial. Here’s why political call center procurement is unique, and what to consider when making your choice: Target the Right Audience, Through the Right Channel, at the Right Time Not all call centers are created equal.

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Automotive Maturity Assessment Results – Leading

Concentrix

Automotive Maturity Assessment Results – Leading Congratulations! Based on your responses, we consider your organization to be among those who are leading the way in automotive CX.

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Coding for a Greener Tomorrow: Developer Sustainability Week Takes Center Stage

Cisco - Contact Center

The search for sustainable technology solutions has become a growing concern for developers.

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Automotive Maturity Assessment Results – Learning

Concentrix

Automotive Maturity Assessment Results – Learning Good job! Based on your responses, we consider your organization to be among those strong contenders with learning opportunities in automotive CX.

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Manual Call Reviews? There's a Better Way!

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

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Advice for Navigating Cybersecurity from Power2Protect Podcast

ConvergeOne

The podcast begins with a discussion on the rising tide of cyber-attacks. Dr. Nozza highlights the alarming statistics from a Dell 2024 GDPR survey, revealing that over 50% of respondents had experienced a cyber-attack resulting in data loss. This underscores the pressing need for organizations to fortify their defenses against sophisticated threat actors.

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Automotive Maturity Assessment Results – Limited

Concentrix

Automotive Maturity Assessment Results – Limited Good start! Based on your responses, we consider your organization to be among those who may be currently limited in delivering on automotive CX, but who are well-positioned to learn.

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Salesforce is Not Suited for Account Management

Kapta Customer Success

Are you forcing your account managers to use pre-sale tools to do post-sale activities? If you’re one of the 22.9 percent of businesses using Salesforce, this might be you.

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Employment Lawyer OR Attorney: 8 Tips for Choosing the Right One

CSM Magazine

Have you been having problems at your place of employment, and do you think that it may be time to hire a lawyer to help you deal with the issues successfully? Perhaps you’re experiencing harassment or discrimination, or you have unpaid wages, or you’ve been the victim of wrongful termination…Whatever the case, hiring professionals is your best bet at fighting the case and winning it.

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What Does it REALLY Mean to Put CX First?

The 5 Essentials of a CX-First Platform 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?

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What Is Call Center Burnout? 8 Ways to Prevent & Overcome It

JustCall

As a sales or customer support manager, you’ve likely noticed some agents seem disengaged, burned out, or stressed. Call center agent burnout is a real problem, and the job demands can take a toll on even the most resilient employees. A report from Jeff Toister that covered some key call center burnout statistics reported that 59% of agents face some risk of burnout, while 28% face a severe burnout risk!

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Navigating the World of Furnished Apartments in Los Angeles

CSM Magazine

Numerous people worldwide are drawn to Los Angeles, the vast metropolis of dreams, by its promises of opportunity, thrills, and a lively way of life. However, navigating the cities might be intimidating for people who require temporary lodging. Fortunately, fully furnished flats with variable lease periods that accommodate a range of demands are available in Los Angeles.

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Top 5 Strategies to Increase Call Connect & Pickup Rate in Call Centers

JustCall

Is your sales dial tone sounding like a dead end? In today’s digital age, reaching potential customers by phone can feel like shouting into the void. With consumers bombarded with countless phone calls, breaking through the noise and connecting with potential customers is becoming harder. Spam filters and call screening tools further complicate matters, increasing the demand for dialing solutions to improve call connect and pickup rates.

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SEO for Startups: The Key to Unlocking Online Visibility

CSM Magazine

Are you on the journey of building a startup and in dire need of SEO strategies that promise growth? If you’ve landed here searching for “SEO for startups,” you’ve hit the jackpot. With a rich history of over two decades, we’ve been pioneers in helping startups amplify their SEO efforts and conquer market spaces. Our success stories speak for themselves, and now, we’re here to guide your budding enterprise toward the same path of triumph.

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Reimagine Your Communications With A Unified Platform

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.

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Generative AI Assessment to Unlock Organizational Value

Concentrix

es) Discover your true potential with our Generative AI Assessment and get personalized insights and improve in the areas that matter most.

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Enhancing Public Services: The Power of Digital Engagement Tools

Zappix

In the modern age, where technology permeates every aspect of our lives, it’s only natural that public services adapt to leverage digital tools to serve their constituents better. Digital engagement tools have emerged as a cornerstone in transforming how government agencies interact with citizens, ensuring efficiency, accessibility, and satisfaction.

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Born Digital Adobe

Concentrix

The Born Digital video series is a collaboration between Concentrix and Adobe—bringing you insights on transforming digital CX.

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Automotive CX Assessment

Concentrix

The Concentrix Automotive CX Assessment helps OEMs and dealers evaluate their CX performance against the competition.

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Customer Experience Myths Guidebook

A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.