JustCall
APRIL 12, 2023
In today’s digital era, customers know their worth. Besides better products and services, they also demand improved customer service from businesses. To meet customer expectations, brands also have come up with better customer service solutions. One of the ways in which call centers as brands have done so is by undergoing a rigorous digital transformation over the past two years.
CCNG
APRIL 12, 2023
Demand and customer expectations are on the rise across all industries and those in the contact center industry can feel it. For an industry already facing labor challenges and the need to evolve the pandemic accelerated the need to overcome those challenges. Customers, with no other choice than to contact companies in any fashion other than face-to-face, found new ways to engage with businesses.
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VirtualPBX
APRIL 12, 2023
As the world becomes increasingly mobile, businesses must adapt to new communication methods in order to stay relevant and effectively reach their customers. One such method that has emerged as an invaluable resource for businesses is texting. Texting provides a convenient, quick, and efficient way for businesses to communicate with their customers, making it an essential tool for businesses of all sizes.
TeamSupport
APRIL 12, 2023
Any customer support team receives a range of customer requests throughout the day. These can include requests for adding new users, “how-to” questions, password retrieval, and more. The requests are often recurring, and a technology-based customer support tool is needed to implement an agent workflow that allows easy and efficient management of each customer request.
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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.
Cisco - Contact Center
APRIL 12, 2023
When it’s your job to ensure your organization invests in the IT solutions best suited for its desired outcomes, the responsibility isn’t one to be taken lightly.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Cisco - Contact Center
APRIL 12, 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.
AWS Machine Learning
APRIL 12, 2023
Globally, many organizations have critical business data dispersed among various content repositories, making it difficult to access this information in a streamlined and cohesive manner. Creating a unified and secure search experience is a significant challenge for organizations because each repository contains a wide range of document formats and access control mechanisms.
Cisco - Contact Center
APRIL 12, 2023
Innovation and partnerships take on many different forms. Some are static, while others are dynamic, growing and fostering innovation to driving industries forward.
Customer Service Life
APRIL 12, 2023
Image by Gerd Altmann from Pixabay One of my favorite things about writing and speaking about customer experience, customer service, and contact centers is the opportunity to connect with others in the industry and talk about topics that are near and dear to my heart. In this post, I’ll share a quick rundown of some of these recent conversations along with a handful of articles I’ve had the privilege of contributing to.
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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
Cisco - Contact Center
APRIL 12, 2023
We are delighted to have Steve Bowles, Director Cyber and Physical Security at 360 Network Solutions as guest blogger on our channel.
MiaRec
APRIL 12, 2023
Are you considering adopting a Voice Analytics solution for your contact center but aren't sure how to get the biggest bang for your buck? If properly utilized, you can use Voice Analytics software to streamline Quality Assurance processes, improve customer journeys, and get the best ROI for your contact center.
Cyara
APRIL 12, 2023
Today is the future! Or it certainly seems that way, with all the buzz and advancements in machine learning, neural networks, natural language programming, and other disciplines within artificial intelligence. We humans are now no longer the only “beings” on planet earth to use and understand spoken language.
JivoChat
APRIL 12, 2023
Do you know how to use ChatGPT? Developed by the Open AI company, ChatGPT has caught the attention of several companies and millions of people around the world. In just two months, from December 2022 to February 2023, it hit the number of 100 million users. This rapid growth is a record breaker when compared to other digital successes. TikTok, for example, got 100 million users in nine months, while Instagram took two and a half years to achieve that number.
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.
Jon Arnold
APRIL 12, 2023
Am on a roll with my writing at the moment, including some guest posts that are coming to market around this time. My latest is on No Jitter , where the focus is on POTS replacement - something pretty much every business will have to deal with as Copper Sunset unfolds. As you may know, switching over to VoIP for desktop telephony is fairly straightforward, and most businesses have done that already.
VirtualPBX
APRIL 12, 2023
As the world becomes increasingly mobile, businesses must adapt to new communication methods in order to stay relevant and effectively reach their customers. One such method that has emerged as an invaluable resource for businesses is texting. Texting provides a convenient, quick, and efficient way for businesses to communicate with their customers, making it an essential tool for businesses of all sizes.
Hodusoft
APRIL 12, 2023
How Contact Center Software Help Insurance Companies in Enhancing CX? If you’re an insurance service provider, then you must know this. The key to success for your business doesn’t just lie within your insurance policies but also in the experience you provide to your customers. But most insurers overlook customer experience while providing services to their customers.
Working Solutions
APRIL 12, 2023
Keeping customers requires engaging customers. That takes investment to “anticipate and deliver predictable consumer outcomes,” believes Kim Houlne, chief executive of Working Solutions.
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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.
LiveVox
APRIL 12, 2023
LiveVox has been recognized as a 2022 Frost Radar™ North American Enterprise Cloud Contact Center Market Leader, demonstrating our growth in the enterprise market and innovation as a CCaaS platform provider. With more than 20 years of experience in cloud contact center technology and over 14 billion omnichannel interactions processed per year, we stood out […] The post Frost Radar™ Names LiveVox An Innovation & Growth Leader In 2022 Report appeared first on LiveVox.
24-7 InTouch
APRIL 12, 2023
IntouchCX delivers industry-leading customer care solutions that help streamline workflows for gig economy workers. Our implemented workflows and systems helped improve the fluctuating volume of gig worker interactions in a timely and accurate manner, especially during peak seasons. IntouchCX enabled our brand partner’s drivers to be more productive and efficient by providing timely and accurate support.
JustCall
APRIL 12, 2023
Customer experience is more important than ever before for companies to gain an edge in today’s highly competitive business landscape. However, owing to the factors below, delivering a superior degree of customer experience has indeed become challenging for some companies owing to the following factors: Increasing call volumes Dearth of talent Increase in customer expectations Deadline pressure In such a scenario, selecting the right customer support software assumes great importance.
24-7 InTouch
APRIL 12, 2023
WINNIPEG, MB – APRIL 12, 2023 – IntouchCX, a global leader in contact center and technology solutions, has been named a winner in the 2023 Excellence in Customer Service Awards by Business Intelligence Group. IntouchCX received the award in the Technology of the Year category for its Generative AI solution. The Company has been pioneering its AI-powered technology with its Laivly solution, which uses machine learning technology to write, communicate and solve problems while maintaining a client’
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!
TCN
APRIL 12, 2023
Great customer experiences (CX) drive brand loyalty and, ultimately, company growth. When your customers have. The post Unlock the Power of Email in Omnichannel Communications appeared first on TCN.
JustCall
APRIL 12, 2023
Thinking of investing in auto dialer software for your call center or sales team? A wise decision! Using an auto dialer can boost agent productivity and efficiency by as much as 300 to 350% (that is 3x more calls every hour per agent). In this blog, we will deep-dive to understand the auto dialer functionality. Let’s jump right in. What is an Auto Dialer?
DMG Consulting
APRIL 12, 2023
The Second Act for WFM April 2023 Workforce Management (WFM) vendors finally get it. Their solutions have improved significantly during the past few years, and much more innovation is on its way to market. Vendors are delivering more intelligent and flexible applications designed to handle the forecasting and scheduling needs of a digitally transforming society, which is no easy feat.
JustCall
APRIL 12, 2023
Understanding Predictive Dialer Without excellent customer service, a business might not create new sales opportunities. Customer service is also essential for retaining existing customers. Sales representatives make calls, present a pitch to customers, listen to customer grievances, and build customer relationships. Amidst the pressure of sales calls, time management is the key to efficiency.
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
Cisco - Contact Center
APRIL 12, 2023
Completing my first year at Cisco provided the chance to consider how I’ve been able to thrive in a non-technical job in tech.
Knowmax
APRIL 12, 2023
The post Improving Customer Service Information Accessibility With Knowledge Management appeared first on Knowmax.
Brad Cleveland Blog
APRIL 12, 2023
How should you assess potential projects? Perhaps there are new technologies that can help you deliver services more efficiently or sorely needed process-improvement efforts. Or maybe there is a training program that you know will bring considerable value. In this video from my LinkedIn … Continue reading → The post Evaluating CX Improvement Initiatives appeared first on Brad Cleveland.
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