Thu.Feb 22, 2024

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Bad Chatbots in the News: How to Choose an AI That Won’t Fail Your Customers

SmartAction

The jump from traditional “press zero” to cutting-edge AI solutions presents both a thrilling opportunity and a daunting challenge in the customer service world. Recent headlines, like the issues faced by Air Canada with its website chatbots, spotlight a critical junction in this journey: the choice of a self-service provider. In this incident with Air Canada , a customer seeking a bereavement discount for his flight, was informed by the airline’s chatbot that he could apply fo

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The Ethical Compass: 5 Rules on Navigating Business Ethics from Academia

Beyond Philosophy

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Ethics can be a tough thing to think about. It’s abstract, making it difficult to learn or discuss. However, we did just that on a recent podcast. As an important subject that we all need to revisit from time to time, Professor Ryan Hamilton, my co-host on the podcast shared the five rules of professional ethics that we discusse

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The Real Deal About ZTNA and Zero Trust Access

Cisco - Contact Center

ZTNA hasn’t delivered on the full promise of zero trust Zero Trust has been all the rage for several years; it states, “never trust, always verify” and assumes every attempt to access the network or a… Read more on Cisco Blogs

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What’s the Best Medical Answering Service? The Complete 2024 Guide

Ambs Call Center

In the fast-paced world of healthcare, having a reliable physician answering service is crucial. Whether you’re a physician, run a medical office, or manage a healthcare facility, finding the right answering service can make all the difference. “But there’s so many medical answering services! Which do I pick?

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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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From childhood curiosity to Cisco’s FIFA Women’s World Cup all-female Dream Team

Cisco - Contact Center

This blog is by Noor Zafar, a Cybersecurity Cadet Risk Advisory Analyst at Deloitte in Australia and a former member of Cisco’s FIFA Women’s World Cup all-female Dream Team.

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Automating Observability of Public Cloud Deployments with Cisco Cloud Observability APIs

Cisco - Contact Center

Turn cloud native chaos into business context Considering that more than 90% of organizations leveraging public clouds are moving to a multi cloud strategy Cisco Observability Platform [1] promises… Read more on Cisco Blogs

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Seeking a True Strategic Partner: Green Flags in the Outsourced Customer Care RFP Process

BlueOcean

It’s human nature to focus on the red flags that pop up when you’re deep into the customer support RFP process. But knowing what a green flag looks like is just as critical. Here are a few green flag markers that help indicate that you’ve found the best-fit outsourced customer care partner. If you’ve taken part in an outsourced customer care procurement process, either as a bidder or as a buyer, we’d lay money on the fact that you’ve got some horror stories to tell.

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Coming Soon to Wi-SUN Field Area Network: Versatility to connect sensors with low power and high throughput capabilities

Cisco - Contact Center

The Catalyst IR8140 Heavy Duty Series Router will be Cisco’s first router to support n ew Capabilities for FAN 1.1. to meet increasing digitization needs.

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What Is Offshore Outsourcing? All You Need to Know

Helpware

Offshore outsourcing usually implies a mutual benefit for partnering businesses, offering a unique blend where each party not only achieves what they expect but often receives even more. Business process outsourcing has always been a smart way of collaboration, where certain tasks and processes are delegated to another company under agreed terms. It can bring efficiency and competitive advantage to your business.

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The Verint Experience Index: Retail

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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To win against cyber attackers at Super Bowl LVIII, the NFL turns to Cisco XDR

Cisco - Contact Center

On Sunday, February 11, over 160 million viewers from around the globe watched Super Bowl LVIII, making it one of the most viewed annual sporting events.

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What’s the Best Medical Answering Service? The Complete 2024 Guide

Ambs Call Center

In the fast-paced world of healthcare, having a reliable physician answering service is crucial. Whether you’re a physician, run a medical office, or manage a healthcare facility, finding the right answering service can make all the difference. “But there’s so many medical answering services! Which do I pick?

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IBM and Cisco: A Powerful Partnership Unveiled at Cisco Live EMEA

Cisco - Contact Center

We had the honor of setting the stage at Cisco Live EMEA, where we proudly showcased our strategic partnership between Cisco and IBM during the PSOCX-1756 session.

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Customer Service Mindset: 15 Key Ways to Show You Care

CSM Magazine

As a customer service professional, cultivating and exemplifying a customer service mindset is not just an asset but a necessity. It fosters loyalty, promotes positive word-of-mouth, and sets a standard for your team’s approach to service. Here are twelve ways in which you can demonstrate an authentic customer service mindset and lead by example: 1.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Identify Weak Links in Your Application Stack – Part 2, Anomaly Detection

Cisco - Contact Center

Anomaly Detection and Cisco Cloud Observability APIs In the Part 1 blog [1], we talked about the importance of application observability and how the application stack is more complex than ever with… Read more on Cisco Blogs

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Skyrocket Your Efficiency: Your Guide to Unleashing the Power of TeamSupport Tools

TeamSupport

In today's fast-paced business environment, productivity is the name of the game. Companies are always on the lookout for ways to streamline processes, improve efficiency, and ultimately drive growth. One area that often gets overlooked is customer support. Yet, it's a critical touchpoint that can make or break your relationship with customers. In this hyper-competitive landscape, merely responding to customer queries isn't enough.

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Webex Connect’s Second Quarter

Cisco - Contact Center

Five months after the launch of Webex Connect in August 2023, the enterprise-grade Communications Platform as a Service (CPaaS) has continued to enhance how businesses engage with their customers.

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Exploring AI for Healthcare: A Transformative Tool for Patient Care

Help Scout

Learn about the role of AI for healthcare and what it means for patient care, diagnostics, and administrative tasks and how best to implement it.

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The Open CCaaS Advantage Report

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.

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Identify Weak Links in Your Application Stack – Part 1, Health Rules

Cisco - Contact Center

Health Rules and Cisco Cloud Observability APIs Applications are the face of an organization, and we are entering the new age of application observability.

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The Future of Communications: How IP PBX is Transforming the Landscape for MSPs

Hodusoft

The Future of Communications: How IP PBX is Transforming the Landscape for MSPs “After all, it’s the future of business communication that we’re looking toward.” What former AOL’s CEO James Love Barksdale said for the Internet in the late 90s can be said for Internet Protocol Private Branch Exchange (IP PBX) communication systems in the present era, especially for Managed Service Providers (MSPs).

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Securing the power grid: Are you ready for NERC CIP’s upcoming mandate?

Cisco - Contact Center

A defense-in-depth strategy is one that protects organizations from attacks that bypass the first layer of security controls.

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How to Automate LinkedIn Using Dripify?

CSM Magazine

In the past couple of years, LinkedIn has been considered one of the prime platforms for changing the way businesses used to function. From freelancers, big sized companies, entrepreneurs everybody wants to be seen on LinkedIn to ensure that their marketing and sales efforts are worthwhile. But it is not possible for a human to handle all these tedious tasks by themselves.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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How to supercharge your company’s customer marketing with ChurnZero

ChurnZero

Customer success and marketing share common goals, especially if your company is one of the 61 percent of SaaS organizations with a dedicated customer marketing function to drive expansion, retention and advocacy. And, although it doesn’t always come easily, great things happen when marketing and CS unite. As ChurnZero’s first customer marketing manager, I should know.