CCNG

NOVEMBER 27, 2024

Are Today’s Remote Work Challenges New Issues or Magnified Versions of the Same Culture Issues from the Office? My recent LinkedIn Poll results are telling: Poll Results: Of the 75 people that responded, 68% agree remote work challenges are just magnified versions of the issues that existed in the office already. My Thoughts: These results support my working theory that it’s not necessarily WHERE we work that’s the underlying issue, as much as it is HOW we work together.

CCNG 195

CCNG Employee engagement Call Center Management 195

TechSee

NOVEMBER 27, 2024

Customer experience, or CX, is a fundamental component that determines the success of a business. Companies thriving today recognize that finding ways to improve customer experience is not just an option but a strategic necessity for 2025, with all the opportunities and challenges that it entails, and beyond. With so many aspects of CX to consider, we think it’s important to break down our suggested improvements into four key concepts.

Customer Experience 124

Customer Experience Customer centricity Average Handle Time Telecommunications 124

AWS Machine Learning

NOVEMBER 27, 2024

Large language models (LLMs) have witnessed an unprecedented surge in popularity, with customers increasingly using publicly available models such as Llama, Stable Diffusion, and Mistral. Across diverse industries—including healthcare, finance, and marketing—organizations are now engaged in pre-training and fine-tuning these increasingly larger LLMs, which often boast billions of parameters and larger input sequence length.

Engineering 109

Engineering Finance APIs Healthcare 109

Callminer

NOVEMBER 27, 2024

The future of the call center is exciting, with more opportunities than ever to meet rising customer expectations with AI. Read this blog for 2025 call center trends and best practices.

Best practices 182

Best practices Call Center Technology 182

Advertisement

What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

Cloud contact

CSM Magazine

NOVEMBER 27, 2024

What do you think makes the difference between a loyal customer base and a one-time transaction? Yes, your product or service matters, and greatly so, but what matters equally (and sometimes even more) is the quality of your customer service. Think we’re exaggerating? According to a report by PwCm , 73% of consumers consider customer experience a crucial factor in their purchasing decisions, while 65% say that a positive brand experience has more impact than effective advertising.

Customer Service 52

Customer Service Self service Metrics Chatbots 52

CSM Magazine

NOVEMBER 27, 2024

If you’re searching for the ultimate online pokies real money experience, look no further than Pocket Pokies Casino. Tailored for players who crave thrilling spins, jaw-dropping bonuses, an unbeatable selection of games and excellent customer support, this casino has become a hotspot for pokies enthusiasts. Let’s dive into why Pocket Pokies stands out as a true paradise for real money players Generous Welcome Package That Sets the Stage Kicking things off with style, Pocket Pokies welcomes

Banking 52

Banking Customer Support Management 52

Hodusoft

NOVEMBER 27, 2024

Building Customer Loyalty: Insights and Best Practices for Transforming Your Business For every business, customer loyalty matters a lot. That’s because it’s just not viable for a business to start a venture, sell only one product once to every customer, and stay afloat for long. A business can only be successful when a large chunk of its customers return to it—not twice, not thrice, but repeatedly.

Best practices 52

Best practices Contact center software Contact Center Advertising 52

SQM Group

NOVEMBER 27, 2024

A deeper insight that highlights how agents can play a crucial role in shaping the emotional direction of a call.

109

109

Connect

NOVEMBER 27, 2024

Due to the influence that customer experience (CX) wields in winning and retaining the hearts and minds of modern-day consumers, businesses use multiple metrics to track, measure and quantify its impact. By Ben Ramsdale , Chief Strategy Officer at Connect. From customer satisfaction (CSAT), net promoter score (NPS) and retention statistics to average handling times (AHT), first contact resolution (FCR) rates and customer lifetime value (CLF), these metrics typically emphasise the utilitarian asp

Average Handle Time 91

Average Handle Time Cloud contact Metrics Technology 91

Advertisement

Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.

Contact Center

Cisco - Contact Center

NOVEMBER 27, 2024

Explore Cisco Black Belt Distribution Academy's new updates! Enhance your skills with role-based enablement, new content, and a streamlined learning experience, empowering distributors to excel in supporting Cisco technologies.

Technology 65

Technology Marketing Customer Experience 65

Help Scout

NOVEMBER 27, 2024

Enhance your AI support with better data quality. Learn key practices to improve accuracy, prevent errors, and deliver a customer-first support experience with AI.

59

59

Cisco - Contact Center

NOVEMBER 27, 2024

Transforming perceptions of tech careers, Cisco and Virgin Media O2 join forces to inspire UK youth, highlighting diverse opportunities and skills development through an impactful event.

59

59

ROI CX Solutions

NOVEMBER 27, 2024

Reading Time: 10 minutes Table of contents Understanding seasonal business demand Why seasonal demand can strain in-house call centers Benefits of call center outsourcing for busy seasons How outsourcing enhances customer experience Choosing the right outsourcing partner Implementing outsourcing strategies How ROI CX Solutions handles peak season demand Introduction Whether or not it takes place around the winter holidays or summer vacation, every business has a peak season, so it’s import

outsourcing 52

outsourcing Call Center Interactive Voice Response Wait times 52

Advertisement

Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.

Wait times

VirtualPBX

NOVEMBER 27, 2024

As we approach the holiday season, the VirtualPBX team wanted to have a little fun. There’s nothing like an innocent staff survey to learn more about each other and discover the best kept family communication secrets. Check out some of our top responses for what to and NOT to talk about at the table this holiday. We don't talk about Bruno. Beyond the basics, what are some topics you don't bring up at Thanksgiving gatherings?

Surveys 52

Surveys Personalization Management 52

5CA

NOVEMBER 27, 2024

Balancing automation with human interaction, maintaining CSAT/PSAT scores, retaining VIP customers, managing peak periods, and effective vendor management.

Customer Support 40

Customer Support Management 40

Cisco - Contact Center

NOVEMBER 27, 2024

As Ireland gears up for the election, this blog looks at the pivotal role technology how tech policy can stimulate growth, investment and innovation. As Ireland gears up for the election, this blog looks at the pivotal role technology how tech policy can stimulate growth, investment and innovation.

Technology 56

Technology 56

AWS Machine Learning

NOVEMBER 27, 2024

Generative AI continues to transform numerous industries and activities, with one such application being the enhancement of chess, a traditional human game, with sophisticated AI and large language models (LLMs). Using the Custom Model Import feature in Amazon Bedrock , you can now create engaging matches between foundation models (FMs) fine-tuned for chess gameplay, combining classical strategy with generative AI capabilities.

Engineering 123

Engineering Real estate APIs Construction 123

Advertisement

The guide for revolutionizing the customer experience and operational efficiency This eBook serves as your comprehensive guide to: AI Agents for your Business: Discover how AI Agents can handle high-volume, low-complexity tasks, reducing the workload on human agents while providing 24/7 multilingual support. Enhanced Customer Interaction: Learn how the combination of Conversational AI and Generative AI enables AI Agents to offer natural, contextually relevant interactions to improve customer exp

Customer Experience

VirtualPBX

NOVEMBER 27, 2024

As we approach the holiday season, the VirtualPBX team wanted to have a little fun. There’s nothing like an innocent staff survey to learn more about each other and discover the best kept family communication secrets. Check out some of our top responses for what to and NOT to talk about at the table this holiday. We don't talk about Bruno. Beyond the basics, what are some topics you don't bring up at Thanksgiving gatherings?

Surveys 59

Surveys Personalization Management 59

AWS Machine Learning

NOVEMBER 27, 2024

Generative AI agents are designed to interact with their environment to achieve specific objectives, such as automating repetitive tasks and augmenting human capabilities. By orchestrating multistep workflows that adapt to evolving goals in real time, these agents increase productivity, reduce errors, and deliver more personalized experiences. To manage these complex workflows effectively, agents rely on an orchestration strategy that coordinates interactions with various tools, knowledge source

APIs 110

APIs Engineering Entertainment Management 110

MiaRec

NOVEMBER 27, 2024

Are you under a lot of pressure recently to increase revenue? Do you feel like you have to do more with less? As a former contact center manager, I have walked in your shoes and know firsthand what it is like. Not only do you have to run a super-tight ship with dozens of KPIs breathing down your neck, but you also have to keep finding new ways to boost revenue.

Contact Center 59

Contact Center Sales Management 59

AWS Machine Learning

NOVEMBER 27, 2024

Amazon Bedrock is a fully managed service that makes foundation models (FMs) from leading AI startups and Amazon available through an API, so you can choose from a wide range of FMs to find the model that best suits your use case. With the Amazon Bedrock serverless experience, you can get started quickly, privately customize FMs with your own data, integrate and deploy them into your application using Amazon Web Services (AWS) tools without having to manage any infrastructure.

Best practices 107

Best practices Engineering APIs Accountability 107

Advertisement

Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.

Contact Center

CSM Magazine

NOVEMBER 27, 2024

Lately, businesses have been on the frontline in fighting for sustainability. To champion this goal, businesses have started to embrace server colocation. It has been among the business’s favourite tactics for minimising environmental effects and enhancing operation efficiency as companies work towards fulfilling sustainability goals. Businesses may reduce carbon emission rates, save on energy and promote green habits through centralising IT infrastructure in a shared building.

Transportation 52

Transportation Technology Management 52

AWS Machine Learning

NOVEMBER 27, 2024

Enterprises are facing challenges in accessing their data assets scattered across various sources because of increasing complexities in managing vast amount of data. Traditional search methods often fail to provide comprehensive and contextual results, particularly for unstructured data or complex queries. Search solutions in modern big data management must facilitate efficient and accurate search of enterprise data assets that can adapt to the arrival of new assets.

Enterprise 106

Enterprise APIs Accountability Engineering 106

CSM Magazine

NOVEMBER 27, 2024

Commercial heating and plumbing contractor Plumbing & Gas Solutions, is set to save hundreds of pounds a week using BigChange Fuel. Having switched to BigChange, Plumbing & Gas Solutions is now securing lower pence per litre prices every time it fills up its fleet of vehicles. Averaging more than 1,500 litres of fuel consumed each month will save the Milton Keynes-based operation in the region of £7,000 a year. “Looking at the cost effectiveness of our existing fuel card scheme ha

Engineering 52

Engineering CRM Management Customer Service 52

AWS Machine Learning

NOVEMBER 27, 2024

Seamless integration of customer experience, collaboration tools, and relevant data is the foundation for delivering knowledge-based productivity gains. In this post, we show you how to integrate the popular Slack messaging service with AWS generative AI services to build a natural language assistant where business users can ask questions of an unstructured dataset.

APIs 104

APIs Enterprise Accountability Banking 104

Advertisement

With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.

Certified Languages International

NOVEMBER 27, 2024

3 Deadlines Healthcare Entities Must Meet under Section 1557 in 2025 On May 6, 2024, the U.S. Department of Health and Human Services (HHS) published its Final Rule implementing the antidiscrimination provisions under Section 1557 of the Affordable Care Act (ACA). Section 1557 prohibits discrimination on the basis of race, color, national origin, age, disability, or sex in covered health programs or activities.

Healthcare 52

Healthcare Technology 52