Thu.Dec 21, 2023

article thumbnail

How Can You Boost Efficiency and Savings by Outsourcing Your Call Center?

OctopusTech

Organizations are always looking for new and creative methods to improve their operations and remain ahead of the competition in the modern business world. Outsourcing is one tactic that has been more popular recently, especially in the call center services industry. Numerous advantages come with outsourcing call centers, including increased productivity and significant cost reductions.

article thumbnail

Elevating your customers’ contact center experience

Callminer

The experience your customers have with your customer service center can have positive and negative impacts. Read this blog to learn how what customers expect our of their contact center experience.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

2023 Wrapped – Multi Sensory AI & Remote Assistance Year in Review

TechSee

The latest technologies, trends & insights about Customer Service & Support of Things, for contact center and field service professionals.

article thumbnail

Unveiling the Countdown: Advanced Call Reports, 10% Off, and Snap Recordings Promotion!

VirtualPBX

As we eagerly approach the climax of our countdown, the air is charged with anticipation. In these final days, we’re thrilled to unveil the countdown with game-changing features, particularly the revolutionary Advanced Call Reports. This culmination promises unmatched insights into call patterns, customer sentiments, and agent performance, empowering you to optimize your communication strategies like never before.

article thumbnail

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.

article thumbnail

Defining the Future of Multicloud Networking and Security: Cisco Announces Intent to Acquire Isovalent

Cisco - Contact Center

When you think about software networking, at its core, it has two basic functions: (1) send traffic from A to B as quickly and efficiently as possible, and (2) move traffic from A to B but NOT to X,… Read more on Cisco Blogs

98

More Trending

article thumbnail

VoIP: The Importance of Quality Audio & Continuous Testing

Cyara

Voice over Internet Protocol (VoIP) refers to the process of voice being compressed and then transmitted over the internet to a receiver. At the receiving end it is decompressed back into an audible voice.

voip 76
article thumbnail

Giving Thanks for Operational Peace: The Unseen Heroes in BPO During the Holidays

Outsource Consultants

No one is more excited for the ongoing holiday breaks than you – but, as a call center leader, the holidays often spell operational anxiety too. This time of year is crucial for many industries. With spikes in holiday shopping and travel, eCommerce and hospitality sectors see a huge jump in BPO needs. Plus, businesses in banking, financial services, and others are busy wrapping up the year and prepping for the next.

article thumbnail

The Impact of Help Desk Outsourcing on Customer Satisfaction

Global Response

Can help desk outsourcing really make a difference on customer satisfaction? Help desk requests may seem like a small (although often bothersome) task. Whether you get tons of help desk requests or just a few, dealing with them often causes a lot of frustration to your customers—which is compounded if they can’t get quick and efficient resolution. An outsourced help desk allows you to provide always-on, effective support to your customers, while freeing up time for your in-house team to focus o

article thumbnail

Leveraging Advanced Call Center Software- Enhancing FCR in Banks and Financial Institutions

Hodusoft

Leveraging Advanced Call Center Software- Enhancing FCR in Banks and Financial Institutions Witness the evolution of the banking and financial landscape as it progresses into a new era of customer service excellence, driven by cutting-edge technology and real-time statistical insights. In today’s highly competitive business world, the demand for flawless customer support has stimulated transformative advancements.

article thumbnail

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

article thumbnail

Your Guide to Navigating the World of Customer Service Outsourcing

Global Response

Customer service outsourcing is a huge industry, resulting in approximately $525 billion dollars of spend every year, in fact. But if you’re not outsourcing your customer service yet, it may seem like a big project that’s not necessarily worth the investment. For example, many companies who haven’t outsourced customer service before wonder: How can I find a partner that really understands my customers and meets my needs?

article thumbnail

Recapping Cisco industrial IoT’s journey: A year of security, simplification and innovation

Cisco - Contact Center

The end of the year and the start of the next is always a time of retrospection and celebration.

article thumbnail

How to Evaluate and Choose a Help Desk Service Provider

Global Response

Today’s customer expectations are higher than ever, and that’s just as true when it comes to help desk support as general customer service. As a result, more and more companies are turning to outsourcing to manage their help desk service. And doing so is a great idea. Outsourcing your help desk can deliver massive benefits, such as: reduced operating and overhead costs improved service levels more consistent service delivery improved flexibility and scale greater customer satisfaction more

article thumbnail

Cheers to 2023 and a Year of Partner Prosperity Ahead

Cisco - Contact Center

This year, my family (including the dogs) loaded up the car and drove into the beautiful Oregon mountains to cut down a Christmas tree.

71
article thumbnail

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.

article thumbnail

The Case for US Call Centers Over Offshoring

Global Response

As onshoring—or domestic outsourcing—continues to grow in popularity, many companies are wondering if it’s worth investing in domestic outsourcing help, especially considering that it’s generally more expensive than offshoring. Is the investment worth it? For many companies, onshoring has a number of benefits compared to offshoring, including: higher levels of collaboration due to more similar time zones easier ability to visit and interact with call center and employees stronger cultural a

article thumbnail

Strategic customer success: minimizing post-sale chaos with Tim Conder.

ChurnZero

Designing a successful post-sale strategy requires choices, says CXology’s Tim Conder. Without making those choices upfront, you’ll find it hard to create a good customer experience and scale it, and you’ll easily fall into the chaotic trap of “doing what it takes”. To make the right choices, however, you need a deep understanding of what your customers need and expect from you.

Sales 52
article thumbnail

How a Good Customer Service Provider Elevates Your Brand

Global Response

Does customer service really impact how your audience views your brand? According to the data, the answer is very clearly yes. Take a look for yourself: 3 out of 5 customers say that good customer service is necessary for them to feel loyal to a brand. 93% of customers are more likely to remain loyal to companies who have great customer service. 83% of consumers say they feel more loyal to brands who quickly resolve their concerns and complaints.

article thumbnail

Nous avons analysé 4 millions de conversations de chatbots. Voici ce que nous avons découvert.

Inbenta

In the last few years, chatbots have dramatically changed the way they operate and provide service to customers. They’ve gone from basic informational interfaces to complex solutions able to communicate with third-party systems. These changes, together with improvements in technology, have had a significant impact on self-service performance. What does this mean for businesses using an advanced, capable chatbot based on conversational AI?

article thumbnail

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.

article thumbnail

The Human Touch in the AI Era: The Crucial Role of Call Center Agents — Stacy Sherman

Vistio

In today’s digital age, where automation and AI rapidly transform industries, the human touch remains irreplaceable. This is especially true in the realm of customer service, where call center agents play a pivotal role.

article thumbnail

Inbenta étend sa plateforme d'expérience client, permettant aux entreprises d'intégrer la solution d'IA générative de leur choix.

Inbenta

DALLAS – August 8, 2023 – Inbenta, an AI platform purpose-built to optimize customer experience, today announced the launch of an extensive Generative AI integration that will allow companies to develop and organize their content instantaneously, with minimal effort, and in a manner that supports the opportunity for oversight and increased compliance.

article thumbnail

Australia’s Choice: Top Real Money Pokies

CSM Magazine

Australia has consistently attracted enthusiastic gamblers, especially those fond of engaging in real money pokies. With the continuous evolution of the online gaming scene, players actively search for platforms that not only provide exciting gaming encounters but also guarantee a secure and gratifying atmosphere. Within this article, we examine the criteria that establish the best real money pokies Australia.

article thumbnail

Inbenta acquiert Horizn, ajoutant des démonstrations interactives de produits à la plateforme d'expérience client d'Inbenta

Inbenta

Inbenta expands its customer experience platform beyond text, adding step-by-step tutorials to address changing consumer preferences DALLAS – August 15, 2023 – Inbenta, an AI platform purpose-built to optimize customer experience, today announced its acquisition of Horizn, a provider of easy to embed interactive product demos, further expanding Inbenta’s customer experience platform.

article thumbnail

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!

article thumbnail

Unleashing Strategies MAANG Companies Use to Improve Customer Service

kommunicate

Last Updated on December 21, 2023 In the age of empowered customers, delivering exceptional service is no longer optional, it’s the key to driving loyalty and success. When customer service is prioritized, companies enjoy a ton of benefits: more loyal customers, more positive reviews, and more revenue. And that’s why focusing on customer service is [.

article thumbnail

Définir l'IA générative : de quoi s'agit-il et comment l'utiliser en toute sécurité ?

Inbenta

Generative AI has caught the attention of consumers and businesses the world over. Many see Generative AI as a revolutionary new way to create novel content, speed up content development timelines, and act as a sorting tool capable of surfacing answers instantly. According to a recent report, more than 80% of Fortune 500 companies had teams actively using ChatGPT, a Generative AI platform. [1] Generative AI has also been the subject of increasing media and regulatory scrutiny.

article thumbnail

Overcoming common contact center challenges with generative AI and Amazon SageMaker Canvas

AWS Machine Learning

Great customer experience provides a competitive edge and helps create brand differentiation. As per the Forrester report, The State Of Customer Obsession, 2022 , being customer-first can make a sizable impact on an organization’s balance sheet, as organizations embracing this methodology are surpassing their peers in revenue growth. Despite contact centers being under constant pressure to do more with less while improving customer experiences, 80% of companies plan to increase their level of in

article thumbnail

L'IA pour l'entreprise : Les secrets pour améliorer l'expérience client tout en maintenant la conformité

Inbenta

RESOURCES Webinars Chatbot AI for Enterprise: Secrets to Enhancing Customer Experience While Maintaining Compliance AI is reshaping how businesses engage and communicate with their customers. While many have embraced AI, others are struggling to find a place for automation to effectively lower customer support costs and increase sales. Join the AI for Enterprise webinar hosted by Inbenta at 2 PM ET, Thursday, November 9 and uncover the secrets to enhancing customer experience while maintaining

article thumbnail

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

article thumbnail

What Holiday Parties Teach about Hospitality

The Petrova Experience

Last week The Petrova Experience, like many companies, hosted our holiday party. In good customer experience fashion, we put significant effort into finding the perfect location. We agonized over the details of choosing the perfect food. And we made it an imperative to find a team that delivered excellent customer service. We train hospitality teams, and we foster hospitality mindsets for clients inside and outside of the hospitality industry.

article thumbnail

Tout Ce Que Vous Devez Savoir Sur Le Règlement Européen Sur L'intelligence Artificielle

Inbenta

Artificial Intelligence (AI) represents a significant technological advancement that is increasingly becoming a part of our daily lives due to the convenience and improvements it offers. The importance of this new technology across various sectors is undeniable, but it’s equally important to address the ethical and legal challenges it poses. In response to these challenges, on April 21, 2021, the European Commission presented a bill proposing an ambitious legal framework to regulate the us

article thumbnail

Is this the future for Customer research teams in 2024 and beyond?

Beyond Philosophy

I’m obsessed with AI at the moment. Luckily, the rest of the world seems to be, also. One area that will feel the influence of AI keenly is customer market research. I thought we could discuss this here today since it likely affects many of you readers, too. A recent article by Qualtrics, “ AI Will Reinvent the Market Research Industry ,” had a couple of stats I wanted to share with you today, which include: 83% of researchers see AI as an industry opportunity, and 7% see it as a threat. 2