Wed.Mar 29, 2023

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What to Write When Saying “No”

Contact Center Pipeline

While it’s never easy or much fun to tell a customer “no,” you can write it the wrong way—causing write-backs, harming satisfaction, destroying rapport—or the better way. The better way doesn’t mean saying “yes” or making exceptions for super-persistent customers. The better way to write “no” to a customer is candidly, firmly, briefly, and empathetically.

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Working from home IS personal…

CCNG

For decades the line between home-life and work-life has been blurring. This has only been accelerating as the equation of internet + mobile devices has caused many of us to stay connected well past our “working hours”. It’s a common habit to check your email on your phone as soon as you wake up, and right before you go to bed because you can’t miss a beat.

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Does your call recorder prime or prevent analytics?

Callminer

More businesses are deploying call center analytics. Read this blog to learn how your current or future call recorder can prime you for effectively implementing conversation intelligence.

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Concentrix to Combine with Webhelp, Creating a Diversified Global CX Leader, Well-Positioned for Growth

Concentrix

Enhances Concentrix’ position as a leader in $550B+ growing CX market Adds clients in attractive growing markets, further diversifying our marquee client list Significantly expands footprint in Europe, Latin America, and Africa Expands breadth and global reach of high-value services and digital capabilities Strengthens support for clients and staff, combining complementary cultures Accretive to revenue […]

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The 2023 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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3 Steps to Better IT Planning and Ensuring Technology Remains a Priority

Cisco - Contact Center

Businesses too often silo their network, with multiple leaders owning individual parts of the technology infrastructure – sometimes a bit too competitively.

More Trending

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Cisco Announces its Intent to Acquire Cloud Security Software Company Lightspin

Cisco - Contact Center

Today, Cisco is pleased to announce its intent to acquire Lightspin, a privately-held cloud security software company headquartered in Tel Aviv.

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Using Ticketing Tools to Amplify Performance Management in the Contact Center

LiveVox

Contact centers have adapted to a variety of technological advancements to provide better customer service. When it comes to ticketing tools, call centers have integrated omni-channel communication to give customers more convenient options. Now customers can connect with a company for support through SMS, email, chat, and voice. However, a significant problem that tends to […] The post Using Ticketing Tools to Amplify Performance Management in the Contact Center appeared first on LiveVox.

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AI in Ecommerce: How It's Used

JivoChat

As artificial intelligence technologies are developed, they are implemented in several sectors to help optimize multiple tasks. That’s the case when the subject is AI in ecommerce. It can help you offer a more personalized customer experience, automate processes, diminish the risks of eros, and so on. Artificial intelligence no longer belongs to science fiction movie scenarios, and is part of our world.

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Nuance Gatekeeper biometric authentication is now available on the Genesys AppFoundry

Nuance

… Nuance Gatekeeper biometric authentication is now available on the Genesys AppFoundry Read More » The post Nuance Gatekeeper biometric authentication is now available on the Genesys AppFoundry appeared first on What’s next blog.

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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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An award-winning program for the Age of the Partner

Cisco - Contact Center

In today’s Age of the Partner, having a strong partner engagement model is not just table stakes; it’s a game-changer.

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A Special Report: Government Call Center Current State and Forecast

Voiptime

It's total chaos in the call center industry today. Many sales teams are now struggling by chasing the goal of making cold calling campaigns valid. What's happening is that they're whimpering around by picking up one of the random cold-calling strategies. And when it quickly turns out to be a dud – they start from scratch.

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Cisco Secure is simplifying SaaS security for managed service providers

Cisco - Contact Center

If you thought we went awfully quiet with Cisco Secure MSP Center – you are absolutely wrong.

SaaS 98
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How the UNDP Independent Evaluation Office is using AWS AI/ML services to enhance the use of evaluation to support progress toward the Sustainable Development Goals

AWS Machine Learning

The United Nations (UN) was founded in 1945 by 51 original Member States committed to maintaining international peace and security, developing friendly relations among nations, and promoting social progress, better living standards, and human rights. The UN is currently made up of 193 Member States and has evolved over the years to keep pace with a rapidly changing world.

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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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Nuance Gatekeeper biometric authentication is now available on the Genesys AppFoundry

Nuance

… Nuance Gatekeeper biometric authentication is now available on the Genesys AppFoundry Read More » The post Nuance Gatekeeper biometric authentication is now available on the Genesys AppFoundry appeared first on What’s next blog.

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AI in Ecommerce: How It's Used

JivoChat

As artificial intelligence technologies are developed, they are implemented in several sectors to help optimize multiple tasks. That’s the case when the subject is AI in ecommerce. It can help you offer a more personalized customer experience, automate processes, diminish the risks of eros, and so on. Artificial intelligence no longer belongs to science fiction movie scenarios, and is part of our world.

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On-Demand Webinar: The Chatbot Will See You Now: How Digital Mental Health Can Revolutionize Workplace Well-Being

24-7 InTouch

This IntouchNXT Innovation Roundtable looks at the rapidly evolving space of Digital Mental Health and how new solutions are radically rethinking workplace support in a digitally enabled world Learn with us alongside leaders from Woebot Health, Lua Health and VxVy Mental health who are pioneering innovation in this space. You’ll Learn: Supply and demand challenges organizations face as they provide workplace solutions for mental health and well-being Opportunities and success stories for c

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Connect, Collaborate, and Learn with Cisco Learning Network

Cisco - Contact Center

Being left in the dark is never fun.

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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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Case Study: Boosting Satisfaction With Omnichannel Customer Care

24-7 InTouch

IntouchCX’s omnichannel solutions take customer service to the next level. We elevate customer experiences (CX) while increasing brand loyalty and promoting sustainable business growth. A leading consumer electronics brand partnered with us to improve satisfaction among their customers and advance their business. Our immense experience driving CX for global brands allowed us to deliver unparalleled results within just 8 weeks, including: Lower operational costs Decreased average handle times (AH

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Knowing About the Significance of Data Mining Services

Back Office Centers

Large volumes of data need to be managed by business organisations. The work is significant yet time-consuming. Keeping vital company data is essential to the development of that business. It aids a company in crucial decision-making for day-to-day operations. It guarantees effective data flow and flexible communication. Financial and business analysts provide data mining services for commercial enterprises.

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Key Insights and Tips for Contact Center Optimization

Advantage Communications

Optimizing a contact center is crucial for businesses that aim to provide superior customer experiences and increase efficiency.

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Global Cloud-based Call Centre Platform, TCN, strengthens its UK and EU teams with new senior additions

TCN

UK, Bucharest, Romania and St. George, Utah, USA – March 29, 2023 – TCN, Inc., The post Global Cloud-based Call Centre Platform, TCN, strengthens its UK and EU teams with new senior additions appeared first on TCN.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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Mar 29 – Customer Success Jobs

SmartKarrot

Role: Customer Success Manager Location: Chicago, IL, United States (Remote) Organization: Fortanix As a Customer Success Manager you’ll take the lead and be responsible for customer expansion and retention. To meet client expectations, collaborate with Fortanix stakeholders in sales, product, and engineering. Assistance with customer onboarding and training to encourage adoption.

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What Is Contact Center AI?

Balto

Leveraging Artificial Intelligence (AI) in your contact center can help you solve even the most challenging customer experience problems. And with customers having higher service level expectations than ever, deploying AI solutions into your existing contact center systems is vital for business success. In this guide, we’ll explore the benefits of implementing AI in contact centers and how you can utilize its capabilities to reach your contact center goals.

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Mar 29 – Customer Success Jobs

SmartKarrot

Role: Customer Success Manager Location: Chicago, IL, United States (Remote) Organization: Fortanix As a Customer Success Manager you’ll take the lead and be responsible for customer expansion and retention. To meet client expectations, collaborate with Fortanix stakeholders in sales, product, and engineering. Assistance with customer onboarding and training to encourage adoption.

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Interactions Research Paper Highlights Trustera’s Real-time PCI Data Redaction

Interactions

“Trustera: A Live Conversation Redaction System,” a research paper written by a team of Interactions research scientists, details a new approach for redacting payment card industry (PCI) from audio data: Interactions Trustera , an AI-driven audio redaction service that redacts PCI data in real-time and protects the entire duration of the call.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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HAYAT HOLDING uses Amazon SageMaker to increase product quality and optimize manufacturing output, saving $300,000 annually

AWS Machine Learning

This is a guest post by Neslihan Erdogan, Global Industrial IT Manager at HAYAT HOLDING. With the ongoing digitization of the manufacturing processes and Industry 4.0, there is enormous potential to use machine learning (ML) for quality prediction. Process manufacturing is a production method that uses formulas or recipes to produce goods by combining ingredients or raw materials.

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Achieve effective business outcomes with no-code machine learning using Amazon SageMaker Canvas

AWS Machine Learning

On November 30, 2021, we announced the general availability of Amazon SageMaker Canvas , a visual point-and-click interface that enables business analysts to generate highly accurate machine learning (ML) predictions without having to write a single line of code. With Canvas, you can take ML mainstream throughout your organization so business analysts without data science or ML experience can use accurate ML predictions to make data-driven decisions.

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