Balto
MAY 9, 2023
As customer expectations continue to rise, it’s become more challenging and costly for contact centers to maintain exceptional support quality for their customers. And while traditional quality management can have a positive impact on your customer satisfaction levels, it’s no longer enough. Not to mention, it can hinder your operational efficiency and make you incur hefty monthly expenses.
ShepHyken
MAY 9, 2023
Top Takeaways: The Net Promoter Score (NPS) is the question that lets your customer rate the likelihood of them recommending your business on a scale of 0 to 10. A rating of 9 or 10 is a promoter. Customers are more likely to recommend you after a great experience. A successful NPS program in your business ensures that all of your employees are aligned and understand their role in delivering an exceptional service experience.
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AWS Machine Learning
MAY 9, 2023
Amazon SageMaker provides a number of options for users who are looking for a solution to host their machine learning (ML) models. Of these options, one of the key features that SageMaker provides is real-time inference. Real-time inference workloads can have varying levels of requirements and service level agreements (SLAs) in terms of latency and throughput.
SQM Group
MAY 9, 2023
The Cost Per Call is an essential metric for measuring the cost of handling a single call and indicates how efficient and effective your call center is.
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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
AWS Machine Learning
MAY 9, 2023
Proteins drive many biological processes, such as enzyme activity, molecular transport, and cellular support. The three-dimensional structure of a protein provides insight into its function and how it interacts with other biomolecules. Experimental methods to determine protein structure, such as X-ray crystallography and NMR spectroscopy, are expensive and time-consuming.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
AWS Machine Learning
MAY 9, 2023
Healthcare data is complex and siloed, and exists in various formats. An estimated 80% of data within organizations is considered to be unstructured or “dark” data that is locked inside text, emails, PDFs, and scanned documents. This data is difficult to interpret or analyze programmatically and limits how organizations can derive insights from it and serve their customers more effectively.
Cisco - Contact Center
MAY 9, 2023
This week is Teacher Appreciation Week, and we at Cisco want to send a big THANK YOU to teachers around the global who do so much for our students and our communities!
AWS Machine Learning
MAY 9, 2023
Amazon SageMaker Serverless Inference allows you to serve model inference requests in real time without having to explicitly provision compute instances or configure scaling policies to handle traffic variations. You can let AWS handle the undifferentiated heavy lifting of managing the underlying infrastructure and save costs in the process. A Serverless Inference endpoint spins up the relevant infrastructure, including the compute, storage, and network, to stage your container and model for on-
Cisco - Contact Center
MAY 9, 2023
Since 2020, there has been a dizzying number of cybersecurity directives and orders from governments around the world.
Advertiser: ZoomInfo
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
Webtext
MAY 9, 2023
INDIANAPOLIS, Ind. – May 9, 2023 – SharpenCX, an all-in-one unified contact center platform, today announced it has completed the acquisition of Webtext, an omnichannel messaging solution. This acquisition brings Sharpen’s mission to empower exceptional agent and customer experiences to on-premises contact centers, allowing rapid digital transformation supporting messaging, webchat and social channels.
Cisco - Contact Center
MAY 9, 2023
As the operator of the industry’s largest cloud networking service, Cisco Meraki places advanced security as a top focus of our platform.
Lumoa
MAY 9, 2023
In the highly competitive world of business, understanding and enhancing the customer experience is of paramount importance. By leveraging sentiment analysis on customer feedback, businesses can understand and dig deep into the emotions of their customers, allowing them to identify and address pressing concerns, and fine-tune their products and services.
Cisco - Contact Center
MAY 9, 2023
Cisco U. Snack Minute has reached a significant milestone with its 100th episode, and it’s worth celebrating.
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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.
Lumoa
MAY 9, 2023
Lumoa Product News for April 2023 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Try the new Impact Page We are going to be recreating the Impact page in Lumoa. You can try it out right now by logging in to Lumoa, but we wanted to showcase why we are making this change: The new impact page should be faster and more consistent in how it loads
Cisco - Contact Center
MAY 9, 2023
The shift to digital has permeated almost every facet of modern life, including communication, work, learning, and socialization.
ConvergeOne
MAY 9, 2023
JivoChat
MAY 9, 2023
Are you struggling to improve the user experience of your product? Do you want to make sure that your customers are satisfied with your product and are likely to make more purchases? Then you need to start tracking your UX metrics. In this article, we’ll first explain what these metrics are and how they can help you identify pain points in your product design.
Advertiser: ZoomInfo
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
Helpware
MAY 9, 2023
It doesn’t matter if your company is customer-facing or B2B. Your greatest responsibility is protecting both your and your consumers’ personal information. Failing to do so won’t only have serious implications for you—social, financial, ethical, and even legal implications, at that—but also for the clients who entrusted you with their most sensitive privacies.
LiveVox
MAY 9, 2023
Change can seem daunting, especially when it involves businesses that are transitioning to something new like a cloud-based phone system. In the ever-evolving call center industry, change is guaranteed, though. The post The Rules of The Road For a Cloud Based Phone System appeared first on LiveVox.
Concentrix
MAY 9, 2023
Learn how Concentrix’s customer experience research solution can help you better understand the customer lifecycle—driving your brand to CX growth.
Anexa BPO
MAY 9, 2023
Although next-level customer service continues to rule the market as a critically important business practice, it doesn’t come without its challenges. Higher interest rates, scarcity of talent, lagging digital transformation and multifaceted customer expectations are complicating organizations’ ability to deliver. Taking a comprehensive look into some of the issues facing CX leaders exposes some problems that are demanding long-term solutions in order to deliver value both for the customer and t
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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.
Cisco - Contact Center
MAY 9, 2023
Considering that 100% of B2B buyers prefer a self-service buying process, and that 55% of B2B buyers rely on digital content when making purchasing decisions, marketers must be able to connect with… Read more on Cisco Blogs
AnswerConnect
MAY 9, 2023
Humanizing your brand builds client relationships. Learn how to prioritize customer satisfaction and maintain open lines of communication. The post How to humanize your brand and build trust with customers appeared first on AnswerConnect Blog.
24-7 InTouch
MAY 9, 2023
WINNIPEG, MB – MAY 9, 2023 – IntouchCX, a global leader in contact center and technology solutions, has partnered with Modulate to provide powerful live voice chat moderation tools for their gaming brand partners. IntouchCX is the first BPO partner for Modulate and its product ToxMod, which is the only proactive voice-native moderation solution available today.
Ann Michaels and Associates
MAY 9, 2023
When you are in the business of evaluating customer services levels for your clients, you tend to notice the details. Walk into an ice cream store with your kids or grandkids and you are automatically in tune with the “vibe” of the store. Is there music playing? How easy/hard is it to figure out the menu options? Were you greeted when you walked in the door?
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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.
Cisco - Contact Center
MAY 9, 2023
On a recent Sunday, I went to Phoenix with my mom. She is an accomplished fiber artist who was asked to take part in a TV show highlighting her art quilts.
CSM Magazine
MAY 9, 2023
In the competitive world of start-ups, one key factor that sets successful companies apart from the rest is their ability to provide superior customer service. As many businesses offer similar products and services, it is crucial for start-ups to differentiate themselves by prioritizing their customers’ needs and creating a positive, lasting impression.
Brad Cleveland Blog
MAY 9, 2023
When it comes to customer advocacy, there are important aspects of equipping your organization to act within and across functions. The following is a self-assessment. Depending on where your organization is in this process, some may seem underdeveloped or out … Continue reading → The post 7 Characteristics of Customer Advocacy: A Self-Assessment appeared first on Brad Cleveland.
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