Wed.Nov 29, 2023

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Key contact center metrics you should be tracking

CCNG

There are five key performance indicators you should track to make sure your contact center operations are aligned with customer expectations. There are myriad metrics and indicators that an organization can monitor to measure contact center performance. And while each has its place and can add more detail to a big picture view, the following five are the best for signaling if contact center operations are aligned with customer expectations and that the levels of service being provided by your

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25 examples of responsible AI: How to leverage AI while minimizing risk

Callminer

Despite increased investments in AI, concerns about AI risks are also prominent. Read this blog to learn about examples of responsible AI, showcasing how to use the technology while minimizing risk.

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Navigating the DevOps Roadmap

Cisco - Contact Center

In my previous blog , The Rise and Rise of DevOps Adoption , I explored the remarkable rise in popularity of DevOps and the rapid adoption of DevOps practices across the tech industry.

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How To Resolve Customer Experience Issues As A Large Company’s Product Manager

kommunicate

Last Updated on November 29, 2023 In a large enterprise, the role of a Product Manager emerges as a linchpin for success. A PM is someone who paves the path for the growth of the product and turning into a cash cow for the business. Marty Cagan, in his seminal work “Inspired,” succinctly captures the [.] The post How To Resolve Customer Experience Issues As A Large Company’s Product Manager appeared first on Kommunicate Blog.

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Guide to Business Writing

Everything you need to know about better business writing in one place. This is a complete guide to business writing — from a clear business writing definition to tips on how to hone your business writing skills.

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Rising Stars in the BPO Industry: The Best Outsourcing Countries

Select VoiceCom Blog

Today, businesses have a lot on their plate. It’s challenging enough to provide excellent products and services, maintain standing, and continue development. But now, they must also consider expanding and improving their services without going over budget and compromising quality. These challenges made business process outsourcing (BPO) increasingly prominent.

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Active Listening for Contact Center Agents: 5 Examples

Fonolo

Active listening is an essential skill for contact center agents for one very good reason: customers want to be heard. Come to think of it, everybody wants to be heard! Of course, customers want a lot of other things , too. They want answers to questions, speedy service, the opportunity to solve their own problems quickly using self-service, and the option to talk to an agent when the going gets tough. ( Call-backs are great for bridging the gap between self-service and live calls, by the way

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How Pharmacies Get Medications from Distributors

Joe Rawlinson

The process of obtaining medications from distributors is a crucial but often overlooked aspect of pharmacy operations. Although patients only see the end result of receiving their prescription drugs, the journey those medications take from manufacturer to distributor to pharmacy is complex. Understanding how pharmacies acquire the medications they dispense can provide valuable insight for pharmacy owners and staff.

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Secure Your Contact Center Operations with a Zero-Trust Framework

LiveVox

Protecting customer and company data poses a growing challenge in today’s fast-evolving digital landscape. As remote work has become a norm, organizations encounter new obstacles in identifying and authenticating users beyond their firewalls. This heightened exposure can bring increased vulnerability to network and system weaknesses, as well as potential compromises for organizations with traditional approaches. […] The post Secure Your Contact Center Operations with a Zero-Trust Framework

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How University of Michigan Health-West improved clinician wellbeing

Nuance

… How University of Michigan Health-West improved clinician wellbeing Read More » The post How University of Michigan Health-West improved clinician wellbeing 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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Using conversation intelligence for digital customer service

Tethr

See why businesses are shifting to digital customer service and how conversation intelligence improves the omnichannel service experience.

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Sustainability through Cisco’s circular business practices

Cisco - Contact Center

In the fast-paced digital age, electronic waste, commonly known as e-waste, has emerged as a formidable environmental challenge.

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Accelerate deep learning model training up to 35% with Amazon SageMaker smart sifting

AWS Machine Learning

In today’s rapidly evolving landscape of artificial intelligence, deep learning models have found themselves at the forefront of innovation, with applications spanning computer vision (CV), natural language processing (NLP), and recommendation systems. However, the increasing cost associated with training and fine-tuning these models poses a challenge for enterprises.

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The University as a Living Lab: Driving Research Value and Sustainability

Cisco - Contact Center

As the world faces complex challenges, universities have emerged as vital institutions for innovation, talent and knowledge creation.

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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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Another Step Towards Success: Honored to Receive Clutch Champions Award

IdeasUnlimited

IdeasUnlimited, a distinguished player in the Business Process Outsourcing (BPO) and call center services sector, has consistently demonstrated excellence in delivering top-tier solutions to its clients. With a strong commitment to quality and client satisfaction, IdeasUnlimited has become a prominent name in an industry that demands precision, adaptability, and unmatched service delivery.

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Cisco cloud observability and the power of platforms

Cisco - Contact Center

Observability is high on the agenda of every C-Suite technology discussion, and for good reason.

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HoduSoft Shines Bright with Omnichannel Excellence Award at NXTGEN BPO CONFEX 2023

Hodusoft

HoduSoft Shines Bright with Omnichannel Excellence Award at NXTGEN BPO CONFEX 2023 HoduSoft has been awarded the prestigious “ Omnichannel Excellence in Contact Center Solutions ” award at the NXTGEN BPO CONFEX & AWARDS 2023 in recognition of its outstanding service in the field of contact center solutions. This recognition highlights HoduSoft’s commitment to innovation and offering advanced contact center solutions to empower businesses to deliver exceptional customer expe

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Envisioning AI Mastery in Federal IT: Pioneering a Future of Enhanced Public Service

Cisco - Contact Center

Imagine a world where AI not only complements but significantly transforms federal operations.

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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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Insights on the 2023 Gartner® Hype Cycle™: Everyday AI Transforming Contact Centers | Amplifai

Amplifai Coaching Category

Understanding the Gartner® Hype Cycle™ and the role of Everyday AI in Contact Centers is crucial to pinpoint and choose the best AI-powered solutions that drive productivity, efficiency, and ultimately revenue.

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Cisco Live 2023, Melbourne: Top 5 Highlights

Cisco - Contact Center

Melbourne’s weather in December makes it an especially lovely time to visit.

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Why do people hate call queues? Answers from psychology

Babelforce

Call queues are a universally dreaded aspect of calling customer service. No one likes to wait in line, whether it’s at the grocery store or on the phone with customer support. But why do we hate waiting so much? What is it about being in a call queue that makes us feel irritated, frustrated, and downright angry? As it turns out, some scientists have gone out of their way to study the psychology behind our hatred of waiting – and we’ve got some answers for you.

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Unlocking Industrial Data: The EU Data Act

Cisco - Contact Center

On November 27, the European Council adopted the EU Data Act.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Maximizing Efficiency: Integrating Paystub Generators with Accounting Software

CSM Magazine

In the changing landscape of business operations, it is crucial to find ways to streamline processes and increase efficiency. One area that often poses challenges for companies is payroll management. Keeping track of employee wages and generating paystubs can be time-consuming and prone to errors if done manually. However, by integrating generators with accounting software, businesses can simplify their payroll process, save time, and minimize the risk of discrepancies.

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Gain control over OT remote access with session monitoring, recording, and termination

Cisco - Contact Center

Zero Trust Network Access (ZTNA) is a secure remote access service. It verifies remote users and grants them access to the right resources at the right times based on identity and context policies.

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Case Study: Ensuring Trust and Safety in the Gig Economy

24-7 InTouch

IntouchCX’s sophisticated trust and safety solutions streamline customer support and case resolution processes for gig economy brands. Our expertise allows us to deliver exceptional customer experiences while strengthening rideshare marketplace safety. A leading North American ridesharing company in the gig economy industry needed our help resolving complaints quickly and accurately and improving their trust and safety processes.

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IVR Surveys to Boost Customer Engagement

Calltools

Interactive voice surveys (IVR surveys) are one easy and effective way for your call center to gather useful insight about the customer experience. This automated phone survey allows customers to respond to a series of questions by using their phone’s dialing pad. In most cases, contact centers will use IVR surveys at the end of the call, allowing customers to voice their opinions directly after working with a call center agent.

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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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Cisco Partner Summit Bus Tracking Pilot

Cisco - Contact Center

This blog was guest authored by Sean Curtis , Director, Technology Experiences with Cisco.

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The Business Case for a Best Friend at Work Culture — Sheri Kendall

Vistio

The research is in, and the results are positive. According to a A 2022 Gallup poll, best friends at work are good for business.

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The Unseen Risk: CX Software Buyers’ Concern Over Technical Debt

Anexa BPO

Your CX software solutions should improve results and provide a competitive advantage. Unfortunately, today, software vendors often sacrifice perfect code to deliver a speedy software solution, leading to “technical debt.” Technical debt slows the progress of SaaS and increases costs related to issues such as buggy software, increased maintenance, extended deadlines, and software patches.