TeleDirect
MAY 2, 2023
Are you struggling to know the difference between a contact center and a call center? Let this article guide you through the key differences so that you can make an informed decision for your business needs. Contact Center vs. Call Center: Understanding the Key Differences If you want to up your customer service game, the key is keeping in contact with your customers.
Cisco - Contact Center
MAY 2, 2023
For nearly 20 years, I’ve been fortunate to interact daily with Cisco’s account teams and financial services customers across different industry segments, institution sizes, and geographies.
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C3Centricity
MAY 2, 2023
The business world has significantly shifted in recent years, and I, for one, am excited to see so many companies adopting a customer-first strategy. However, like any strategy, a customer-first approach has pros and cons. Therefore I thought it would be helpful to consider both the advantages and disadvantages of a customer-first plan. Advantages of a Customer-First Strategy If you regularly read my posts, you will know that I’m passionate about companies adopting and improving their cust
Cisco - Contact Center
MAY 2, 2023
As companies ‘rewire’ for digital solutions and move away from a hardware-centric environment to a more software-centric one in a cloud-enabled space, we can tackle some of the biggest pain points in … Read more on Cisco Blogs
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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.
AWS Machine Learning
MAY 2, 2023
Today, we announce the availability of sample notebooks that demonstrate question answering tasks using a Retrieval Augmented Generation (RAG)-based approach with large language models (LLMs) in Amazon SageMaker JumpStart. Text generation using RAG with LLMs enables you to generate domain-specific text outputs by supplying specific external data as part of the context fed to LLMs.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Helpware
MAY 2, 2023
Digital shoppers appreciate the convenience of online shopping, but they do require a personalized experience. Studies show that 56% of customers are likely to return to a business when the experience is personalized. Personalization in 2022 can mean a lot of different things.
Cisco - Contact Center
MAY 2, 2023
With HIMSS23 now behind us, I would like to take the opportunity to reflect back on the insightful discussions we had with healthcare leaders around the evolving role of technology.
The Northridge Group
MAY 2, 2023
This article was originally published on Contact Center Pipeline and can be viewed here. Will, and How, This New Technology Model Help Contact Centers? For the past several months the technology conversation has been dominated by the emergence of ChatGPT, first GPT-3, then GPT-3.5, and most recently (at presstime) GPT-4. But could it revolutionize the contact center industry?
Cisco - Contact Center
MAY 2, 2023
International Girls in ICT Day is a global movement encouraging girls and young women to pursue science, technology, engineering, art and math (STEAM) education and careers.
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.
Tethr
MAY 2, 2023
Understand the different types of AI-powered software that help with customer service and which one works for you
SQM Group
MAY 2, 2023
In this blog, we discuss the benefits of personalized customer experience and explore 10 personalization tips to help resolve issues on the first contact.
TeleDirect
MAY 2, 2023
Learn why call center quality assurance (QA) is essential for customer satisfaction. Our guide explores identifying improvements and overall benefits. Call Center Quality Assurance: Why Is It Important? Many companies focus intensely on quality assurance regarding their actual product or service. However, that focus often falls by the wayside when it comes to another important facet of their business — customer service and communication.
Cisco - Contact Center
MAY 2, 2023
Cisco Live 2023 is only five weeks away, happening June 4 th – 8 th 2023 in Las Vegas.
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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.
CSM Magazine
MAY 2, 2023
Having happy customer service employees matters. It means you can have happier and more productive staff members in addition to delivering quality service to customers. In turn, that means you can retain more customer service employees and more repeat customers. Ultimately, that will make your business more successful and profitable. On the other hand, if your customer service employees are not happy in their roles, that could come across to customers.
JustCall
MAY 2, 2023
Businesses must adhere to industry standards and compliance regulations. Compliance not only ensures the security and integrity of your communications but also builds trust with your customers. One such compliance is STIR/SHAKEN. What is STIR/SHAKEN Compliance? Have you ever answered a phone call from what appears to be a familiar number, only to find out it was a robocall or scammer using a fake caller ID?
CSM Magazine
MAY 2, 2023
Whether you run a B2B or B2C business, one thing remains an undeniable fact: Customers are always right if their concerns are true and the expectations are realistic. No need to hurt their feelings if you want them to stay loyal to your brand. Companies have their strategies on how to deal with complaints, feedback, etc. All this is being done to avoid miscommunication that can cause more harm to the business than anything else.
NobelBiz
MAY 2, 2023
Welcome to this insightful blog post, where we discuss building a successful outbound lead generation strategy for contact centers. Industry experts Ali Janjua, the president and co-founder of Work LLC, and Mike McGuire, with 24 years of experience in contact center operations, share their knowledge and tips for the lead generation community. Read on to learn more about the importance of quality service, people, and technology, how to build a successful outbound lead generation strategy, and the
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!
Balto
MAY 2, 2023
New report explores how contact center leaders are navigating shifting budgets, AI technology, efficiency pressures, and more. St. Louis, MO – Balto’s Conversation Excellence Lab has released a new report detailing how contact centers are improving efficiencies with shifting budgets and resources. The report, “ 2023 Contact Center Report: How Contact Center Leaders Are Improving Efficiency and Doing More With ‘Less’ ,” is based on a survey of over 400 contact center managers, directors, an
ConvergeOne
MAY 2, 2023
Here are five resources to help elevate your cybersecurity efforts.
Cisco - Contact Center
MAY 2, 2023
Opening Outlook and seeing “Congratulations on your 1 Year of Service!
SmartKarrot
MAY 2, 2023
“Your most unhappy customers are your greatest source of learning.” – Bill Gates These words, spoken by the great world leader highlight the importance of understanding customer sentiment, even when the sentiment is negative. Listening to, understanding, and learning from customers, both happy and sad ones, helps businesses make necessary improvements and meet customer needs.
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
Playvox
MAY 2, 2023
While it might seem like just about everything is in the cloud these days, many contact centers still haven’t taken the leap. But moving to a cloud contact center can have big benefits for your company, your customers, and your agents. Moving to a cloud contact center and workforce engagement solution means shifting your data, software, and hardware used to provide customer service from on-premises solutions to a cloud-based infrastructure.
AWS Machine Learning
MAY 2, 2023
One of the most popular models available today is XGBoost. With the ability to solve various problems such as classification and regression, XGBoost has become a popular option that also falls into the category of tree-based models. In this post, we dive deep to see how Amazon SageMaker can serve these models using NVIDIA Triton Inference Server. Real-time inference workloads can have varying levels of requirements and service level agreements (SLAs) in terms of latency and throughput, and can b
VirtualPBX
MAY 2, 2023
Business text messaging is a highly effective means for companies to communicate with their customers. However, it’s important to use business SMS responsibly and follow best practices to avoid being flagged as spam or blocked by carriers. Failure to obtain texting consent can result in legal consequences, including fines and legal action. Therefore, it is important for businesses to ensure that they have obtained proper consent before sending SMS messages to consumers.
Voiptime
MAY 2, 2023
There are many call center metrics to track if you want to boost your call center performance and provide more qualitative, customer service, and customer experiences. Some of such metrics are related to the performance of one single agent while others are more general, and show the performance of the entire department.
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.
AWS Machine Learning
MAY 2, 2023
Machine learning (ML) helps organizations generate revenue, reduce costs, mitigate risk, drive efficiencies, and improve quality by optimizing core business functions across multiple business units such as marketing, manufacturing, operations, sales, finance, and customer service. With AWS ML, organizations can accelerate the value creation from months to days.
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