Calltools
APRIL 5, 2023
Financial service call centers are responsible for both inbound and outbound calls that deal with sensitive information. Often, these financial calls are time-sensitive as well. As such, financial service call centers must employ the right tools to allow their agents to reach clients most effectively. A predictive or preview dialer service can help improve efficiency for specific financial call centers.
CCNG
APRIL 5, 2023
What triggers you? Is it an annoying driver on the expressway that cuts you off? Maybe it’s the tone of voice of a co-worker or family member. If you’re an emotional eater, it could be the smell of baking bread or cookies. Burger and pizza commercials can be very tempting, causing your mouth to water. In psychology, a trigger is defined as a stimulus that causes a painful memory to resurface.
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Myra Golden Media
APRIL 5, 2023
When managing phone calls, signposting can make all the difference between a smooth and efficient conversation and a frustrating and confusing one. Signposting is the art of guiding the conversation using clear and concise language to let the caller know what to expect next. It’s a crucial skill for anyone who frequently takes calls, such as customer service representatives, salespeople, or receptionists.
Contact Center Pipeline
APRIL 5, 2023
Customer experience (CX) is the key to building brand loyalty in a post-COVID world. And poor CX costs enterprises $75 billion annually (Forbes). Many enterprises have addressed these issues but also opportunities by moving communications to the cloud to create new, powerful, time-saving, and value-adding experiences for both customer service agents and consumers.
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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.
Avoxi
APRIL 5, 2023
61% of consumers prefer speaking to customer service reps on the phone for assistance, there’s no denying the impact voice channels have on improving luxury customer experience.
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 5, 2023
As networks evolve to keep up with the requirements of a distributed hybrid workforce and the need for new B2B and B2C cloud applications, an increasingly complex workload for IT is an inevitable… Read more on Cisco Blogs
VirtualPBX
APRIL 5, 2023
In today’s digital age, businesses must prioritize the use of compelling and exciting opt-in call-to-actions in order to drive more subscriptions. By utilizing the enticing SMS opt-in examples (sample consent to receive text messages), businesses can pique the interest of potential subscribers and encourage them to opt-in to receive text messages.
kommunicate
APRIL 5, 2023
Last Updated on April 5, 2023 Kommunicate announced it had achieved the High Performer award by G2, the world’s largest and most trusted software marketplace. Kommunicate is also ranked 3rd in ‘Ease of Use’ by users in the bot platform category. This recognition is based on the responses of real users for each bot platform-related [.] The post Kommunicate Named a High Performer in the Grid® Report for Bot Platforms appeared first on Kommunicate Blog.
Cisco - Contact Center
APRIL 5, 2023
With technology advancement at our heels and years of global pandemic pandemonium mostly (hopefully) behind us, resilience has fast become a hot topic. Why?
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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
kommunicate
APRIL 5, 2023
Last Updated on April 6, 2023 Die letzte Monat war ziemlich aufregend, nicht war? Didn’t understand? Neither did we. But our chatbots surely do. After a long March, we finally reached April with a feature that has been in the works for quite some time. We won’t keep you waiting, so here are the deets: [.] The post Here’s What’s New From April 2023 || Kommunicate Product Updates appeared first on Kommunicate Blog.
AWS Machine Learning
APRIL 5, 2023
The rise of text and semantic search engines has made ecommerce and retail businesses search easier for its consumers. Search engines powered by unified text and image can provide extra flexibility in search solutions. You can use both text and images as queries. For example, you have a folder of hundreds of family pictures in your laptop. You want to quickly find a picture that was taken when you and your best friend were in front of your old house’s swimming pool.
Cisco - Contact Center
APRIL 5, 2023
Now making its entrance is our latest and most compact industrial managed Ethernet switch, the Catalyst IE3100 Rugged Series.
LiveVox
APRIL 5, 2023
At the core of the contact center is the software that enables agents to be more productive and provide quality customer support. The customer experience management tool your contact center uses should make agents more efficient and organized to boost overall performance. Consider the current platform your agents use, and think about any recent gaps […] The post 5 Ways Your Customer Experience Management Platform Could Be Doing More for You appeared first on LiveVox.
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.
Cisco - Contact Center
APRIL 5, 2023
I am a Global Government Specialist with Cisco Systems, working with governments worldwide to help them address municipal infrastructure and broadband planning.
AWS Machine Learning
APRIL 5, 2023
Digital publishers are continuously looking for ways to streamline and automate their media workflows in order to generate and publish new content as rapidly as they can. Many publishers have a large library of stock images that they use for their articles. These images can be reused many times for different stories, especially when the publisher has images of celebrities.
Cisco - Contact Center
APRIL 5, 2023
Episode 39 of the Cisco Optics Podcast is now posted! See below for episode notes. Cisco Optics Podcast Episode 39 Fascinating laser research projects you wish you thought of, with Juliet Gopinath.
AWS Machine Learning
APRIL 5, 2023
Amazon Kendra is an intelligent search service powered by machine learning (ML). We are excited to announce the launch of Amazon Kendra Featured Results. This new feature makes specific documents or content appear at the top of the search results page whenever a user issues a certain query. You can use Featured Results to improve the visibility of new documents or to promote certain documents when users enter certain queries.
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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.
JivoChat
APRIL 5, 2023
A question that concerns many people is “How does health insurance work?” After all, taking care of your health and being prepared in case of needing medical treatment makes a huge difference for your well-being and your family. Many companies offer health insurance for their employees, and even for the ones who work remotely. That’s a way to show they are valued, and also help your team feel safer and motivated for being part of a company that takes care of them.
Helpware
APRIL 5, 2023
Customer support has come a long way, thanks to the many automation tools currently on the market. S0 there’s no excuse for your business not to provide top-notch assistance to all its customers. The best call center software offers multiple features—from call routing and queuing to interactive voice response (IVR) systems. As a result, you can track key metrics with analytics and reporting features, view customer data for personalized interactions, and more.
Jon Arnold
APRIL 5, 2023
It’s time for the April editions of JAA’s Communications and Collaboration Review , along with my Watch This Space podcast. If you’re not a subscriber, signing up to my newsletter is easy - the signup page is here. For my podcast, you can subscribe on all the major platforms, or click to listen to the current episode here. Our focus this month was on a variety current industry events, and the current state of enterprise communications.
Nicereply
APRIL 5, 2023
Artificial intelligence is transforming the way businesses approach customer engagement and experience. AI-powered solutions are, and shaping a new era of personalized, seamless, and efficient interactions. In this article, we will explore how AI is revolutionizing these crucial aspects of business, delving into the innovative tools and technologies that are empowering companies to better understand, anticipate, and cater to their customer’s unique needs and preferences.
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!
Hodusoft
APRIL 5, 2023
7 Best Practices for Managing Call Center Operations Call centers are crucial for many businesses, especially the ones that deal directly with customers. By leveraging call centers, they provide customer support, answer customer queries, resolve issues with products or services, and even accept orders or requests over the phone. A recent stat shows that almost 90 percent of customers feel that the experience is as important as the product or service.
JustCall
APRIL 5, 2023
The need for customer success management is fairly new and fast becoming pertinent. With an increasing number of B2B and B2C companies switching to subscription-based models, businesses are facing new challenges. These include the need to create value for customers on a recurring basis as well as lowering the switching costs for customers. Traditional customer support models will not cut it.
24-7 InTouch
APRIL 5, 2023
To capitalize on recent advances in artificial intelligence, our framework for human-machine interaction must change from considering systems as independent task oriented machines to collaborative innovative teammates. David Vinson PhD, Director of Research and Innovation, IntouchCX Human-machine interactions have been around since the birth of automated systems (and likely well before).
Netomi
APRIL 5, 2023
Generative AI and the hype of ChatGPT changed the tech industry overnight raising concerns over the role of social responsibility in AI. We need to welcome AI into the workforce in a brand-safe way where enterprises, employees, and consumers feel safe using it. At Netomi, we invented Sanctioned AI to do exactly that – a powerful combination of generative tech and LLMs that allow brands to respond to more customer queries, while preserving brand safety and customer experience.
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
Hello Customer
APRIL 5, 2023
Sometimes you really love a brand, but they make it impossible for you to do business with them. Be it because of slow webshops, complex sign-up processes, or endless communication loops with customer service, no matter how many hoops you jump through, you just can’t get things done. So you leave and you move on. Today customers expect to have easy and seamless experiences with brands.
CSM Magazine
APRIL 5, 2023
In business, you will face problems which in turn will require you to take a step back and think logically for a solution. However, this is not always the case, some problems are best solved organically. When you have an issue, the first thing you want to do is identify the problem. So, what is a problem? A problem is defined as an undesirable situation that interferes with your ability to achieve an objective.
JustCall
APRIL 5, 2023
In today’s hyper-digital landscape, an omnichannel marketing strategy is crucial to enable businesses to provide their customers with a seamless and personalized experience. As the digital and physical world gets intermingled in multiple areas, omnichannel marketing acts as a cohesive and integrated experience for its customers across multiple touchpoints.
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