Real Blue Sky

MAY 31, 2023

The Key to Unveiling Hidden Opportunities and Improving the Customer Experience Have you ever wondered what it’s like for a customer to do business with your brand? Quite simply, customer journey mapping is the journey our customers take when trying to do business with us. It’s a powerful tool that lets us see things from the customer’s perspective, from the moment they first reach out to us to their post-purchase experience and throughout that customer’s relationship with the

Journey mapping 96

Journey mapping Customer Experience Airlines Customer Service 96

CCNG

MAY 31, 2023

One day, when my children were small, I picked them up from the daycare center and headed home to make dinner. Tired from a long day, we carried the backpacks into the house, and I hurried to the kitchen. Thirty minutes later, as we sat down to the dinner table, the phone rang. I got out of my chair and answered the phone. It was my boss. He said, “I know you are home with the kids, and I don’t want to keep you from them, but I just had to call and tell you what a great job you’re doing.

Technical Support 195

Technical Support CCNG First call resolution Customer Service 195

Bill Quiseng

MAY 31, 2023

Every week, in the month of June, I will offer each one of the Three Principles to Build Customer Loyalty. Why only three? Because nobody can remember Number Four. Who is the first President of the United States? Surely, George Washington. Who is Number Four? Who is the first person to walk on the moon? Neil Armstrong, of course. Who is Number Four?

Customer Experience 109

Customer Experience Customer Service Personalization Management 109

CCNG

MAY 31, 2023

According to recent studies: 50.5 Million people in the U.S. quit their jobs in 2022 (federal govt. JOLTS report) 50% of US workers are stressed, 67% of global workforce is disengaged. Cost - $7.8 Trillion, 11% global GDP (Gallup 2022 SoW Report) 56% of women senior leaders are stressed, with 46% of women senior leaders burnout, 40% are looking for a new role (Deloitte Woman at Work 2022) Toxic Culture is the #1 rated predictor of attrition (MIT Sloan Review Jan 2022) The question is why?

CCNG 195

CCNG Consulting Consulting Education 195

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.

Contact Center

LiveVox

MAY 31, 2023

If you’re having trouble getting the right people for your contact center, you’re not alone. One solution many businesses have implemented: virtual customer service. For many businesses, hiring the right people to provide quality customer service might seem difficult. It can be challenging to find someone with the right experience and work ethic to represent […] The post 10 Ways Virtual Customer Service Can Help When You Can’t Find the Right Talent appeared first on LiveVox.

Customer Service 98

Customer Service Contact Center Customer Experience 98

Cisco - Contact Center

MAY 31, 2023

Keeping an organization secure has a few basic steps that haven’t changed over the years: identify threats, respond and neutralize them, and put measures in place to prevent them in the future.

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SharpenCX

MAY 31, 2023

In the evolving world of customer service, contact centers play a vital role in ensuring customer satisfaction. However, call center agent retention continues to be a challenge for many organizations. High turnover rates not only lead to increased recruitment costs but also impact the overall customer experience. To tackle this issue head-on, organizations must adopt strategies that prioritize agent satisfaction, growth, and well-being.

Call Center 76

Call Center Contact Center Customer Service Feedback 76

Cisco - Contact Center

MAY 31, 2023

Co-authored by Pat Buemi, Partner Executive, Cisco and Jeff Gatz, VP Alliances, Kyndryl Over the past few years, we have seen a massive acceleration of cloud initiatives to support hybrid work… Read more on Cisco Blogs

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AWS Machine Learning

MAY 31, 2023

A critical component of business success is the ability to connect with customers. Businesses today want to connect with their customers by offering their content across multiple languages in real time. For most customers, the content creation process is disconnected from the localization effort of translating content into multiple target languages.

APIs 83

APIs Consulting Consulting Marketing 83

Advertiser: ZoomInfo

Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.

Sales

Cisco - Contact Center

MAY 31, 2023

Defending your organization against the number one threat vector Email remains today’s number one threat vector for launching cyberattacks.

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AWS Machine Learning

MAY 31, 2023

PyTorch is a machine learning (ML) framework based on the Torch library, used for applications such as computer vision and natural language processing. One of the primary reasons that customers are choosing a PyTorch framework is its simplicity and the fact that it’s designed and assembled to work with Python. PyTorch supports dynamic computational graphs, enabling network behavior to be changed at runtime.

APIs 83

APIs Scripts Accountability Best practices 83

JivoChat

MAY 31, 2023

Using one of the best website builders available on the internet may be the solution you were looking for to have your own website without spending much. If you thought creating a website was only possible for people who know how to code and have design experience, website builders are here to show you the contrary. With easy-to-use interfaces, drag-and-drop editors, and customization tools, those platforms have simplified how to make pages.

Customer Support 75

Customer Support Analytics Engineering Sales 75

AWS Machine Learning

MAY 31, 2023

The Amazon SageMaker Python SDK is an open-source library for training and deploying machine learning (ML) models on Amazon SageMaker. Enterprise customers in tightly controlled industries such as healthcare and finance set up security guardrails to ensure their data is encrypted and traffic doesn’t traverse the internet. To ensure the SageMaker training and deployment of ML models follow these guardrails, it’s a common practice to set restrictions at the account or AWS Organizations level throu

APIs 80

APIs Scripts Accountability Enterprise 80

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

Feedback

TeamSupport

MAY 31, 2023

Chatbots are fast becoming part of the digital core of tech tools that companies utilize as a secret weapon to increase their competitive advantage in the customer service arena. At the same time, chatbots are solving a very real problem taking place today: of a decrease in available customer service agents and positive customer experiences due to an economic downturn.

Chatbots 73

Chatbots Customer Service Customer Experience Customer Support 73

AWS Machine Learning

MAY 31, 2023

Running machine learning (ML) workloads with containers is becoming a common practice. Containers can fully encapsulate not just your training code, but the entire dependency stack down to the hardware libraries and drivers. What you get is an ML development environment that is consistent and portable. With containers, scaling on a cluster becomes much easier.

Scripts 76

Scripts Accountability Management Technology 76

Nicereply

MAY 31, 2023

Discover the 7 customer feedback tools for websites in 2023. Enhance user experiences and drive business growth. Customer feedback tools are essential in today’s competitive digital landscape for improving user experiences and driving business growth. These tools enable you to gather feedback directly from your website visitors, understand their needs, identify pain points, and make informed decisions to enhance your products or services.

Feedback 64

Feedback Surveys Analytics Customer Support 64

AWS Machine Learning

MAY 31, 2023

Getting AWS Certified can help you propel your career, whether you’re looking to find a new role, showcase your skills to take on a new project, or become your team’s go-to expert. And because AWS Certification exams are created by experts in the relevant role or technical area, preparing for one of these exams helps you build the required skills identified by skilled practitioners in the field.

Scripts 70

Scripts Accountability Engineering Benchmark 70

Advertiser: ZoomInfo

Even in today’s data-driven sales world, cold calling remains a fact of life for many go-to-market professionals. Fortunately, today’s sales leaders have a crucial advantage over their predecessors: market intelligence and outreach platforms that can warm up virtually any introduction.

Sales

Cisco - Contact Center

MAY 31, 2023

This blog was co-authored by Patricia Martinez. We’re thrilled to welcome you to Cisco Live 2023!

Government 89

Government Healthcare Education 89

Jon Arnold

MAY 31, 2023

We all know what being put on-hold feels like, and it’s never good. While it may be a necessary evil for customer “service”, there’s also an opportunity for contact centers and brands to use that time in a more constructive, engaging fashion. Annoying music can certainly make the experience even worse, but imagine providing content that customers would actually want to hear while on-hold.

Contact Center 59

Contact Center Construction Customer Service Customer Experience 59

FluentStream

MAY 31, 2023

FluentStream, the preferred cloud communications provider by small and midsize organizations, today announced a strategic partnership with Tele-Dynamics (TDNYC), a provider of hosted voice services based in Secaucus, New Jersey. TDNYC’s hosted customers will be upgraded to the FluentStream unified. Read More The post FluentStream Starts Strategic Partnership with Tele-Dynamics appeared first on FluentStream.

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Nicereply

MAY 31, 2023

Discover the 7 customer feedback tools for websites in 2023. Enhance user experiences and drive business growth. Customer feedback tools are essential in today’s competitive digital landscape for improving user experiences and driving business growth. These tools enable you to gather feedback directly from your website visitors, understand their needs, identify pain points, and make informed decisions to enhance your products or services.

Feedback 52

Feedback Surveys Analytics Customer Support 52

Advertisement

In the contact center industry, first-generation digital channels like email and web chat have seen significant adoption, along with video chat and co-browsing capabilities. However, customers are rapidly moving beyond these channels, seeking next-generation options. Social platforms are now becoming mainstream contact center channels. Download this guide today to learn how to help your business adapt to this evolving landscape and leverage the power of next-generation digital customer service.

Contact Center

ChurnZero

MAY 31, 2023

Generative AI is at the center of attention these days, and you are probably excited to start incorporating this innovative new tool into your work. However, you might also be intimidated by it. I certainly was. The first time I started a conversation with AI, I was confused because I heard such high praise, yet I asked it a simple question and it gave me an underwhelming answer.

Personalization 52

Personalization Technology Education Accountability 52

24-7 InTouch

MAY 31, 2023

Fraudsters are getting more sophisticated every year, making it essential for businesses to take proactive measures to protect themselves and their customers from fraudulent attacks. Consumer fraud is when an individual suffers a financial or personal loss due to unfair, deceptive, false, illegitimate, or misleading business practices, designed and used by fraudsters.

Accountability 52

Accountability Personalization Banking Surveys 52

Calltools

MAY 31, 2023

The 2024 elections cycle is almost here, and that means presidential, gubernatorial, state, and local office nominees are poised to start pressing those buttons — if they haven’t already — on the telephone. Importance of Political Dialing Campaigns While most constituents enjoy the opportunity to chat one-on-one with future potential leaders, these phone calls often catch them off-guard.

Scripts 52

Scripts Banking Call Center Personalization 52

CSM Magazine

MAY 31, 2023

The goal of customer service is to make customers happy, but the logistics behind it can be costly for businesses, especially when they’re not sustainable. The logistics sector is growing exponentially. According to BusinessWire, it was around $175 trillion in 2022 and is expected to grow at a CAGR of 6.2%. Whether shipping packages to customers or transporting products from one warehouse to another, logistics impacts your bottom line and the environment.

Customer Service 52

Customer Service Transportation Accountability Management 52

Advertiser: ZoomInfo

Longer sales cycles. Larger buying committees. Slow-moving compliance reviews. Every go-to-market team knows the frustrations that come from a drawn-out sales process. How can you speed it up? By building a modern GTM motion that uses data, automation, and proven best practices to unlock insights, engage customers, and win faster.

Best practices

Cisco - Contact Center

MAY 31, 2023

Five short years ago, Cisco embarked on a partnership with the United States Golf Association (USGA) , marking our first official foray into the sport of golf.

Entertainment 52

Entertainment 52

CSM Magazine

MAY 31, 2023

Keeping on top of your inventory management responsibilities isn’t always smooth sailing, and so it pays to be prepared for small hiccups and larger scale catastrophes alike. The first step is arming yourself with info on what challenges you might face, and understanding how to address them promptly, so let’s do just that. Challenge: Maintaining Accurate Stock Levels to Avoid Overstocking and Stockouts One common inventory management challenge businesses face is maintaining the delicate balance

Management 52

Management Best practices Sales Customer Experience 52

Concentrix

MAY 31, 2023

Concentrix Fast Start for Amazon Connect gets your contact center running on Amazon Connect quickly.

Contact Center 62

Contact Center 62