BlueOcean

MAY 5, 2023

We’ve said it before and we’re not afraid to repeat it until the cows come home: using a boilerplate RFP in the process to find a new customer care outsourcer is a quick road to failure. You’re looking for a strategic partner who will interface with your customers day in and day out. That requires a custom RFP. And in the wake of the pandemic, that RFP also needs to be tailored to address the ways in which our world, industry, and business has shifted.

Customer Care 62

Customer Care Coaching outsourcing Contact Center 62

Callminer

MAY 5, 2023

Bruce McMahon, VP of Product Management, shares key updates from CallMiner's 2023.05 release, including the rebrand of CallMiner Alert to CallMiner RealTime. Read this blog for more.

Management 242

Management 242

AWS Machine Learning

MAY 5, 2023

In this post, we discuss a machine learning (ML) solution for complex image searches using Amazon Kendra and Amazon Rekognition. Specifically, we use the example of architecture diagrams for complex images due to their incorporation of numerous different visual icons and text. With the internet, searching and obtaining an image has never been easier.

Engineering 101

Engineering APIs Scripts Enterprise 101

Cisco - Contact Center

MAY 5, 2023

As an IT professional, I get requests for advice from individuals who want to break into the tech industry but who feel intimidated by the prospect. My response is always the same.

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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.

kommunicate

MAY 5, 2023

Last Updated on May 5, 2023 About thirteen years after the launch of the first server-side JavaScript environment, Netscape’s LiveWire Pro Web, Ryan Dahl created Node.js. In the first edition, support was only given to Linux and Mac OS X. Dahl managed its development and maintenance, and Joyent later funded it. Node.js use JavaScript and [.] The post The Latest Trends and Development in Node.JS (2023 Edition) appeared first on Kommunicate Blog.

Management 98

Management 98

AWS Machine Learning

MAY 5, 2023

This is a joint post co-written by AWS and Voxel51. Voxel51 is the company behind FiftyOne, the open-source toolkit for building high-quality datasets and computer vision models. A retail company is building a mobile app to help customers buy clothes. To create this app, they need a high-quality dataset containing clothing images, labeled with different categories.

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Engineering Feedback Marketing Management 82

Cisco - Contact Center

MAY 5, 2023

Hybrid works continues to be top of mind for many and organizations are working through how to provide a great experience for employees and customers.

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Jon Arnold

MAY 5, 2023

UK-based UC Today has been running their UC Awards for a few years now, and I’ve been invited back again to be part of the cohort of judges. It’s a fun process, and as an analyst, I talk to a lot of vendors, which helps provide the industry-based perspective needed here. The awards program itself is underway, and applications can be submitted until June 9.

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Contact Center 82

Transparent BPO

MAY 5, 2023

An experienced partner can align not only your objectives and needs but also be invaluable in aligning with your company culture, but it is not the sole consideration to take into account when looking to outsource. Experience is important. No one will deny that. This is doubly important for any company looking to step into […] The post How important is vertical experience when selecting a BPO?

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outsourcing Accountability Business Process Outsourcing Contact Center 62

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Jon Arnold

MAY 5, 2023

I haven’t done a “next stop” post in ages - kinda went away with the pandemic. In-person events are definitely back, and I need to get back into the habit of doing these shout-outs for upcoming events. Next up for me will be for Five9 , and this will be my first time visiting Porto, Portugal. Am sure will be a great experience, and I’ll share along the way, as well as after, of course.

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Personalization Contact Center 73

Avoxi

MAY 5, 2023

VoIP is a communications technology with several business benefits. See how it works with your legacy phone system and more.

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voip Technology Contact Center 62

CSM Magazine

MAY 5, 2023

Courier services have been a part of our day-to-day lives for many years now. They are an essential aspect of transportation that has enabled us to send and receive packages across the globe. Courier services are not restricted to geographic boundaries and are available in different types to meet various requirements. The market is flooded with courier companies competing with each other, which makes it challenging to distinguish between their services.

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Transportation Management Marketing 52

Unymira

MAY 5, 2023

ChatGPT is on everyone's minds. A number of experts consider the dynamic development of the AI machine to be "historic" and a "real Internet revolution”. And indeed, the disruptive potential of the controversial language model seems enormous. For customer service, as well? In the following, we look at the example of Helvetia and the possibilities that ChatGPT already offers in customer service.

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Customer Service Chatbots 52

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.

Customer Experience

CSM Magazine

MAY 5, 2023

Writing is not only an art but also a craft that requires education, refinement, and skill development. In today’s professional landscape, strong writing skills are highly valued and essential in almost every industry. Therefore, aspiring writers must pursue a degree in writing to take their skills to the next level, gain industry-specific knowledge, and build their careers.

Advertising 52

Advertising Entertainment Education Marketing 52

SmartKarrot

MAY 5, 2023

Role: VP of Customer Success Location: Washington, DC, United States (Remote) Organization: Analyst1 As a VP of Customer Success, you’ll create and grow a high-performance customer success team to aid in the expansion and scaling of the company. Create and implement strategies, action plans, and playbooks to enhance customer satisfaction, boost customer retention, and facilitate account expansion.

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Accountability Education Customer retention Management 19

CSM Magazine

MAY 5, 2023

‘Your call is important to us, please hold’ may be the most common lie businesses tell their customers. You leave the customer thinking ‘if it was THAT important to you, you would answer’. Before your customer service representative has even said a word, your customer is already annoyed and feeling unvalued. Thankfully there’s a better way. What about: ‘ Thank you for calling AnswerForce, you’re through to Alex, how may I help you?

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Answering services Customer Service Scripts Advertising 52

CSM Magazine

MAY 5, 2023

As residents of Fort Worth, we all know that accidents happen. Some accidents result in nothing more than a few bruises or scrapes. However, some accidents lead to severe and debilitating injuries that can change a person’s life. Unfortunately, these accidents are all too common, and victims often don’t know where to turn for help. This blog post will discuss the five most common personal injuries in Fort Worth and how a person injury lawyer Fort Worth can help. 1- Negligent Accident

Personalization 52

Personalization Accountability 52

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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

CSM Magazine

MAY 5, 2023

Angela Clarkson, Head of Business Consultancy, Sabio Group One of the key issues discussed at our recent Disrupt 2023 conference in the UK was the cost-of-living crisis and its likely impact on customer service provision. UK inflation hit a 41-year high of 11.1% in October last year and remains high at the time of writing. And it’s not just the UK that’s impacted, with prices still rising in France, Germany, Netherlands and Spain.

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Technology Customer Service B2C Consulting 52