Tue.Feb 20, 2024

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Revolutionize Outbound Sales Call Training with AI-Powered Solutions

Vistio

With the rapid advancement of artificial intelligence and its integration into various industries, one area gaining significant attention is outbound sales call training. Traditional sales training methods are often dull and provide limited opportunities for sales representatives to practice their skills, thus leaving them underprepared to deal with various prospective customers.

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Three Customer Service and CX Metrics Every Employee Needs to Understand

ShepHyken

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. I recently wrote an article that included 14 customer service and CX metrics that CX leaders should consider, and today, I’m going to cover three of them that anyone who has any interaction with a customer, whether in sales, support or just might happen to answer a customer’s call, should pay attention t

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The NobelBiz Voice Carrier Network: A Tailored Solution

NobelBiz

Contact centers are the heartbeats of customer service, enabling seamless communication between businesses and their clientele across the globe. The foundation of these interactions lies in the robustness of their voice infrastructure. While finding a voice provider might seem straightforward, with almost every Contact Center as a Service (CCaaS) provider offering voice services alongside their software products, not all voice services are crafted equally.

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How to SEDUCE Your Customers

ShepHyken

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: What role does employee experience play in customer experience? Why is paying attention to market and competition crucial for businesses? How can companies improve employee experiences for better customer experiences? How can companies design experiences to enhance customer retention and acquisition?

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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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Revolutionizing Contact Centers: Key Findings and Strategies for Success

Working Solutions

Working Solutions partnered with CCW Digital to sponsor a comprehensive market study that sheds light on the future of contact centers, revealing key insights that will shape the industry moving forward. Let’s delve into the findings and explore actionable recommendations to enhance your contact center operations.

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Adapting to a Global Workforce: Managing Remote Teams Effectively

Playvox

While the pandemic may seem distant in some of our minds, one shift remains prevalent long after it became safe to go back to offices — the need and desire to work remotely. Not only do contact center agents want additional flexibility in their work schedules, but many leaders saw that agents did not need to be in a defined office space to get their jobs done well.

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Social Justice: a global perspective

Cisco - Contact Center

Today, we commemorate World Day of Social Justice and honor those across the globe who stand for the equitable access to opportunities within societies where individuals’ rights are recognized and… Read more on Cisco Blogs

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Concentrix + Webhelp Recognized as a Leader on the 2024 IAOP Global Outsourcing 100 List

Concentrix

Excellence and Continuous Improvement Merits Inclusion for 17th Year Location: Newark, CA Date: February 20, 2024 For the 17th year, Concentrix + Webhelp has once again been recognized as one of the world’s best outsourcing service providers on the 2024 IAOP Global Outsourcing 100 in the Leader category.

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Cisco Meraki for Government Achieves FedRAMP® Agency Authority to Operate

Cisco - Contact Center

We are happy to announce that Cisco Meraki has successfully achieved FedRAMP® agency Authority to Operate (ATO), creating a separate cloud-based platform for U.S.

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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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7 Automations Financial Service CX Teams Need

SmartAction

The integration of conversational AI automation in the financial services sector is revolutionizing how businesses interact with their clients. As we venture further into the digital age, Artificial Intelligence (AI) and voice automation are becoming key players in enhancing customer experiences and streamlining banking operations. Let’s explore the pivotal role of automation in financial services, focusing on its impact on customer service and the future of banking. 1.

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Accessing the Power of AI-led Digital Transformation with API Abstraction

Cisco - Contact Center

This year, like no other, we will see organizations tap into APIs to sidestep the complexity and cost of developing and maintaining their own AI solutions and models.

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NEW: There’s Now An Interaction Metrics GPT!

Interaction Metrics

There’s now an Interaction Metrics GPT! You can ask it anything you want about customer surveys, customer service, or anything else related to measuring and improving the customer experience. Check it out here ! The post NEW: There’s Now An Interaction Metrics GPT! appeared first on Interaction Metrics.

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Journey Map or Process Map? What’s the Difference? — Dave Seaton

Vistio

Questions about journey maps come when working with Customer Experience (CX) and bringing other departments into the project. Often, those stakeholders haven’t been exposed to journey mapping and that leads to misunderstandings.

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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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Leveraging Digital Tools for Call Center Agents: Enhancing Customer Experience and Agent Efficiency

Zappix

In today’s fast-paced world, customer service is more than just resolving issues—it’s about delivering exceptional experiences that foster loyalty and satisfaction. As call centers continue to evolve, the role of digital tools in optimizing agent interactions has become increasingly crucial. Let’s explore how these tools benefit agents and customers, improving outcomes and elevating satisfaction.

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To Run a Successful Commercial Business, You Need to Plan Out the Building Construction Strategically

CSM Magazine

Given the fierce competition out there, it’s clear that running a profitable commercial business is not a piece of cake. There are so many things you need to focus on if you want to create a foundation for success, such as making a business plan, studying your competitors, and providing excellent customer service. But a detail that’s often overlooked is the business premise itself.

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Digital Outreach Brochure

Zappix

Revolutionize your customer engagement and dramatically increase campaigns’ success with Zappix’s cutting-edge technology engine. This innovative solution empowers enterprises to digitally connect with their customers through targeted text messages, emails, and outbound calls, all seamlessly orchestrated by automated workflows. Unlock the full potential of personalized communication as Digital Outreach enables you to tailor your outreach strategy based on customer preferences and behaviors

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The Seamless Blend of Customer Service and Innovative Technology in Sports Betting

CSM Magazine

In the world of sports betting, the importance of high-quality customer service can’t be overstated. Whether it’s answering queries, resolving issues, or providing personalized betting advice, exemplary customer service can significantly enhance the betting experience. Recent insights from Allagent reports suggest that bettors are increasingly valuing quick, efficient and personalized customer interactions.

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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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Digital Self-Service Brochure

Zappix

Empower your customers and revolutionize your customer service experience with Zappix’s omnichannel Digital Self-Service. This innovative solution enables enterprises to seamlessly implement automated and visual self-service options, fully branded, driving cost reduction, improving customer experience, and enhancing overall operational efficiency.

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Partner Competencies, Credentials Valued as Key Success Metrics by Customers

Cisco - Contact Center

At Cisco, we pride ourselves on our world-class partner ecosystem, and we go to great lengths to recognize how our partners provide value to customers and support digital transformation.

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Digital Agent Assist

Zappix

Revolutionize customer engagement with Zappix’s innovative solution to empower agents, enhance call handling, and elevate customer satisfaction. “Digital Agent Assist” delivers digital self-service automation tools from the agents directly to customers via text and email messages, providing a seamless and efficient interaction experience. The post Digital Agent Assist appeared first on Zappix.

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Meeting Financial Regulatory Requirements with Duo Multi-Factor Authentication

Cisco - Contact Center

The global cost of cybercrime in 2023 was set to hit 8 trillion U.S. dollars. The financial industry is a prime target as the rate of ransomware attacks has nearly doubled (64%) since 2021.

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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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The Biggest AI Mistake Most companies are Making

The Petrova Experience

Much of AI news focuses on the importance of regulation, data risks, and intellectual property debates. And of course there is the rally cry “AI is coming for our jobs.” In the midst of the-sky-is-falling narrative, there are grains of truth. Last year even we at The Petrova Experience cautioned against artificial intelligence without regulation and shared our thoughts on guiding principles that keep humanity at the center of this innovation.

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JustCall Vs. Orum: Which Sales Dialer Is Better for Your Business?

JustCall

Need a solid sales dialer for cold calling and converting leads? Look no further. Orum and JustCall provide similar sales dialing features ( auto dialer , lead prioritization, etc.) that can help you save time. JustCall’s Sales Dialer offers all the great sales dialing features that Orum’s dialer does (and even more) but at better rates. Orum’s dialer is also great for automatically calling leads but JustCall offers better AI-driven features such as predictive dialing and smart call distri

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What Makes the Cyara Platform Transformative?

Cyara

Every organization understands the vital importance of enabling their customers to connect seamlessly. This communication must also be at their convenience, and through their preferred means. As such, it is vital to guarantee that all of your communication channels adhere to the highest standards, delivering an optimal experience to all customers. As David Conway, Lead Systems Engineer at Salesforce , emphasized, “In the sales world, if a caller can’t get through they’ll move on to the next plac