Tue.May 30, 2023

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Contact Center Workforce Management Best Practices

Fonolo

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. That’s why contact centers are investing in it in droves.

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Please Put Me Back On Hold!

ShepHyken

“Please put me back on hold. I want to keep listening to the music,” said nobody, ever – unless they were listening to the hold music at the Kansas City Foot and Ankle medical practice. The owner of this four-office podiatry practice with seven doctors and 25 staff members, Dr. Mark Green, has always focused on creating a positive, unique and frictionless patient experience.

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Black Hat Asia 2023 NOC: Connecting Singapore

Cisco - Contact Center

In this blog about the design, deployment and automation of the Black Hat Asia network, we have the following sections: Designing the Black Hat Network AP (Access Point) Placement Planning, by Uros… Read more on Cisco Blogs

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In Today’s Competitive Market, AI is the Key to Winning Customer Loyalty

C3Centricity

If you haven’t already heard, AI is the key to winning customer loyalty today! As the digital revolution transforms the business landscape, customers demand more from their interactions with companies. They expect personalised, seamless experiences across all channels and touchpoints, and they want their needs to be anticipated so they are met both quickly and efficiently.

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

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Why Smart Buildings are Becoming a Transformative Necessity

Cisco - Contact Center

In today’s fast-paced digital world, we are more connected than ever before, and this will continue to accelerate as technology evolves and gets ‘smarter’ with the proliferation of Internet of Things … Read more on Cisco Blogs

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People Behind Purpose at Cisco: How a life-long love for animals led to a career in sustainability

Cisco - Contact Center

This blog is part of our People Behind Purpose at Cisco series that focuses on employees driving Cisco’s purpose to Power an Inclusive Future for All.

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Driving Business Growth With a Focused Effort on Customer Feedback

customer sure

We’ve had the privilege and pleasure of working with Polypipe Building Products, the UK’s leading manufacturer of plastic piping systems and low-carbon heating solutions for the residential market, for some time now. The team’s approach to customer feedback and improving customer experience are often cited by us as a beacon of best practice, but they’re actually going one step further.

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Speed vs. Security: New Frameworks for Protecting Cloud Native and Multicloud Environments

Cisco - Contact Center

Join us for a livestreamed special event featuring bestselling author and researcher, Gene Kim, Google Cloud Principal Developer Advocate, Kelsey Hightower, and more. Learn more here.

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Top 10 Technical Support Companies in the USA 2023

Helpware

As technology continues to play an increasingly vital role in our lives, the task of finding top technical support companies for businesses has become essential. However, with a multitude of options available, it can be challenging to identify the most effective and expert solutions. This often leads to wasted time and resources on inadequate services before discovering a suitable one that meets specific requirements.

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Manual Call Reviews? There's a Better Way!

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

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Boomerang Strategy: Taking A Step Back to Propel Forward

Cisco - Contact Center

Have you ever had that feeling, deep down inside, that something was off at work?

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Are We Moving Too Fast with AI? My Latest on No Jitter

Jon Arnold

I’ve had three big trips over the past three weeks, and while I have a lot of new writing and speaking to share, I’m way behind getting things posted. Am hoping to get that backlog cleared up over the next few days. This blog post is to share my latest No Jitter article, which ran last week. I’m part of a rotating group of analysts under the BCStrategies umbrella that contribute to No Jitter, and this time around was my turn.

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Modernizing the Voice of IVR Banking

Concentrix

Learn how a leading credit union modernized its IVR with natural language processing to increase utilization, containment, and satisfaction.

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Top 10 Technical Support Companies in the USA 2023

Helpware

As technology continues to play an increasingly vital role in our lives, the task of finding top technical support companies for businesses has become essential. However, with a multitude of options available, it can be challenging to identify the most effective and expert solutions. This often leads to wasted time and resources on inadequate services before discovering a suitable one that meets specific requirements.

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What Does it REALLY Mean to Put CX First?

The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?

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CCaaS Selection Mastery: Your Ultimate RFP Buyers’ Guide for Contact Center Success

LiveVox

Choosing the right CCaaS suite for your contact center can be challenging due to the similarities among vendors’ baseline capabilities. Traditional sourcing approaches often fail to deliver the best outcomes. These approaches include comparing extensive lists of CCaaS features, relying on industry analyst reports or financial performance, and making purchasing decisions based solely on price. […] The post CCaaS Selection Mastery: Your Ultimate RFP Buyers’ Guide for Contact Center Suc

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Don’t Drop the Omni-Channel Baton and Win the CX Relay Race

CSM Magazine

Managing the hand-over from bot to agent is like taking part in a relay race. Jim Davies at Calabrio outlines 3 winning strategies for a seamless customer experience that are guaranteed to take you over the finish line in a record-setting way. The ability for customers to self-serve successfully is increasing steadily, in line with technological advances, but there is a long way to go before we can even begin to contemplate an exclusive reliance on such tools.

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TCN Enhances SMS Consent Tracking Feature for its Advanced Contact Center Platform, TCN Operator 

TCN

ST. GEORGE, Utah – May 30, 2023 – TCN, Inc., a global provider of a. The post TCN Enhances SMS Consent Tracking Feature for its Advanced Contact Center Platform, TCN Operator appeared first on TCN.

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Strategies to Increase Retention and Expansion of Your Key Accounts

Kapta Customer Success

Only 28% of account management channels consistently achieve their cross-selling and account growth targets, according to Gartner.

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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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Retail, Financial Services, and Sports, Media, and Entertainment at Cisco Live 2023

Cisco - Contact Center

This blog was co-authored by Patricia Martinez. Let’s go! Take time to recognize all you’ve achieved so far this year.

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Strategies to Increase Retention and Expansion of Your Key Account

Kapta Customer Success

Only 28% of account management channels consistently achieve their cross-selling and account growth targets, according to Gartner.

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Zappix and OP360 Partner to Deliver Seamless Customer Experience Solutions

Zappix

Zappix, the industry-leading provider of cloud-based Digital Self-Service solutions, has partnered with OP360, a challenger BPO, to create a strategic alliance aimed at elevating their services and offering seamless customer experience solutions to companies of all scales.

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Black Hat Asia 2023 NOC: XDR (eXtended Detection and Response) in Action

Cisco - Contact Center

The core mission in the Network Operations Center (NOC) is network resilience.

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Customer Experience Myths Guidebook

A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

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4 Cost Reduction Strategies That Actually Help

ConvergeOne

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May 30 – Customer Success Jobs

SmartKarrot

Role: Customer Success Executive Location: London, England, United Kingdom (On-site) Organization: Space32 As a Customer Success Executive, you’ll be a crucial member of our commercial team, whose primary goals are to qualify leads and convert inquiries from businesses searching for full- or part-time office space. We are constantly improving our procedures, so joining the business at this early stage will also providyou with the opportunity to help design and develop some of our systems.

B2B 19
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High-quality human feedback for your generative AI applications from Amazon SageMaker Ground Truth Plus

AWS Machine Learning

Amazon SageMaker Ground Truth Plus helps you prepare high-quality training datasets by removing the undifferentiated heavy lifting associated with building data labeling applications and managing the labeling workforce. All you do is share data along with labeling requirements, and Ground Truth Plus sets up and manages your data labeling workflow based on these requirements.

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Revealed: 7 Reasons Why MS Project Not Work Well Any More

SmartKarrot

Let me start with telling you the tale of a great king who once ruled over the world. It was his power and strategic decisions that made people look up to him and under his realm, everything and everybody flourished. Having cracked this formula to success, the king never contemplated changed. This very decision when wrong and the empire started crumbling… This is something that happened to Microsoft Project.

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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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Analyze Amazon SageMaker spend and determine cost optimization opportunities based on usage, Part 1

AWS Machine Learning

Cost optimization is one of the pillars of the AWS Well-Architected Framework , and it’s a continual process of refinement and improvement over the span of a workload’s lifecycle. It enables building and operating cost-aware systems that minimize costs, maximize return on investment, and achieve business outcomes. Amazon SageMaker is a fully managed machine learning (ML) service that offers a variety of cost optimization options and capabilities like managed spot training, multi-model endpoints,

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Analyze Amazon SageMaker spend and determine cost optimization opportunities based on usage, Part 4: Training jobs

AWS Machine Learning

In 2021, we launched AWS Support Proactive Services as part of the AWS Enterprise Support plan. Since its introduction, we’ve helped hundreds of customers optimize their workloads, set guardrails, and improve the visibility of their machine learning (ML) workloads’ cost and usage. In this series of posts, we share lessons learned about optimizing costs in Amazon SageMaker.

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Amazon SageMaker XGBoost now offers fully distributed GPU training

AWS Machine Learning

Amazon SageMaker provides a suite of built-in algorithms , pre-trained models , and pre-built solution templates to help data scientists and machine learning (ML) practitioners get started on training and deploying ML models quickly. You can use these algorithms and models for both supervised and unsupervised learning. They can process various types of input data, including tabular, image, and text.