Wed.Oct 11, 2023

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Best Practices for Workforce Management in Call Centers

TCN

Effective agent management is vital to ensure your call center is operating at maximum efficiency. The post Best Practices for Workforce Management in Call Centers appeared first on TCN.

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Why putting employees first leads to a profitable customer experience

CCNG

Imagine you just came back from an unplanned trip to your aging parents and have a package you want to return, but it's been over 30 days. You try to resolve the issue yourself and spend 10 minutes on the company's website; you even try the automated chatbot, the dreaded last resort. Nothing. You search for a phone number, and after some digging, you finally uncover it.

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The ROI of Communication: Driving Business Success through VoIP

VirtualPBX

Guest Blog From Sphinx Solution VoIP , a technology that allows you to make calls over the Internet, has been steadily transforming global communications for the past decade, unlocking significant ROI in communication for businesses worldwide. Where businesses once relied on landline systems with high costs and limited features, they can now access a scalable solution that integrates with other digital tools.

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Improve performance of Falcon models with Amazon SageMaker

AWS Machine Learning

What is the optimal framework and configuration for hosting large language models (LLMs) for text-generating generative AI applications? Despite the abundance of options for serving LLMs, this is a hard question to answer due to the size of the models, varying model architectures, performance requirements of applications, and more. The Amazon SageMaker Large Model Inference (LMI) container makes it straightforward to serve LLMs by bringing together a host of different frameworks and techniques t

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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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Cisco Black Belt Partner Listening Program: Pioneering Success through Partner Engagement

Cisco - Contact Center

The Cisco Black Belt Partner Listening Program is a testament to Cisco Black Belt Academy’s unwavering commitment to partner experience and satisfaction.

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How managers can use conversation intelligence

Tethr

Learn how managers can use conversation intelligence to make data-driven decisions, increase efficiency, and improve the customer experience.

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5 Strategies to Enhance Banking Customer Service Amid Financial Services Challenges

LiveVox

Financial institutions face a dynamic mix of hurdles that demand innovative solutions going into 2024. To clear these obstacles and overcome financial services challenges, companies should look to offer more personalization in digital interactions, crafting a seamless omnichannel experience, empowering customers through self-service solutions, forging collaborative paths through challenges, and building robust feedback loops, financial […] The post 5 Strategies to Enhance Banking Customer

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The New Normal: How XDR is Tackling Social Engineering in Today’s World

Cisco - Contact Center

In recent years, social engineering attacks have become increasingly prevalent and sophisticated.

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Working Solutions Client Scorecard

Working Solutions

At Working Solutions, we take pride in being the best customer service outsourcing partner that ensures your client satisfaction. We’re dedicated to providing reliable customer service outsourcing solutions you can depend on, collaborate with, and experience growth alongside.

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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

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Abby Connect vs. a Traditional Virtual Receptionist Service

Abby Connect

Over the years receptionist services have gone by a number of names and through a number of iterations—”answering service” and “virtual receptionist” being the most common. At different times in our history, we’ve called ourselves by both names. But Abby Connect isn’t really an answering service or a virtual receptionist service.

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How do Modern Technologies Make Modern Betting Sites More Secure?

CSM Magazine

Modern technologies have changed the surface of online betting sites. They have transformed from average websites with games to full-scale platforms with high-quality games that can protect all the player’s data and guarantee that no third parties are going to have access to this information. One of the best examples of that is the Pin Up betting website.

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How to Improve Response Times with SMS Workflow Automation

JustCall

In today’s fast-paced environment, time is a dwindling resource. With entities competing for individuals’ time and attention, businesses play the two-pronged role of respecting customers’ time while also staying in touch – and enriching the overall experience. Such a balancing act requires swift, efficient, and intentional communication. SMS response automation can be a much-needed piece required to complete an omnichannel customer service jigsaw.

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Customer Service Employees: Altresume Can Help You to Create the Best CV

CSM Magazine

Working in customer service is not an easy task. You need to have strong qualities such as being able to keep your temper at all times, expressing yourself in a clear and concise manner and finding solutions easily. If you possess these qualities, your worth may be high for companies that require to add someone to their customer service. But first, you have to know how to make them understand that you are the right candidate for the job.

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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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How to Establish a Global Presence for Your Business: A Guide to International Numbers

JustCall

Up until a few years ago, the ability to establish a global presence was once the sole province of large businesses. Today, however, times have changed, and not only is globalization accessible to businesses of any size, it has become a necessity to stay on par with the competition. That said, one of the quickest ways to expand your business overseas is to set up global phone numbers.

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Empowering Health Literacy: VIVR’s Role in Bridging the Knowledge Gap

Zappix

In today's information-rich world, health literacy has become vital, offering individuals the tools to navigate complex healthcare systems and make.

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How to Transfer Calls More Efficiently: An Ultimate Guide for Call Centers

JustCall

The struggle to get back into productivity mode after dealing with multiple tools is real—so says Cornell research. Reportedly, people spend 36 minutes every day switching back and forth between applications. And it takes agents 9 and a half minutes to get back into a good workflow: Imagine the magnitude of time that must get wasted with agents transferring thousands of calls every day.

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Optimizing Customer Onboarding: How Playbooks Can Shorten Time-to-Value

SmartKarrot

When it comes to customer onboarding , time and consistency is of high importance. Customers stick around when they are able to achieve outcomes using the product. Time is of essence to build right customer sentiment and thus, the stickiness. Hence, optimizing customer onboarding is imperative, and playbooks assist in optimizing the process by bringing in consistency, predictability and trackability.

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Contact Center Dialers Demystified

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.

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Top Features of an SMS App That Can Save Your Agents’ Time

JustCall

Imagine running an e-commerce brand and reaching out to hundreds of customers each day. You’re notifying them of their order status, answering queries, or sharing promotional offers. With SMS, you hit the bullseye. Why? 54% of customers prefer to receive text messages. The reason isn’t hard to deduce; 80% of these messages are opened within the initial 10 minutes.

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Navigating Complexity: The Client Partner’s Playbook for Multi-Stakeholder Management

SmartKarrot

Client partners commonly come across projects with a plethora of different stakeholders in the dynamic business ecosystem of today. Whether they are members of internal teams, clients, regulators, or end-users, each of these stakeholders brings to the table unique viewpoints, vested interests, and degrees of power. For client partners , the ability to successfully negotiate this complex web of multi-stakeholder management has become essential.

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How to Improve Patient Engagement Strategies with SMS and Voice Messaging

JustCall

Patient engagement is pivotal to driving quality healthcare. As per Bain & Company , patient engagement is rising higher on the list of priorities for US healthcare providers. In fact, McKinsey also claims that tech-enabled patient engagement strategies can help improve patient outcomes. Needless to say, investing in a healthcare engagement technology is a sound investment—one that keeps your patients engaged and your profits in line.