MiaRec
MAY 19, 2023
When looking for ways to upgrade your contact center, you face an onslaught of industry jargon. Do you need a Conversation Intelligence or Conversation Analytics platform? If you wanted to analyze your call data, should you look for a Speech or Voice Analytics solution? As new contact center solutions flood the market, what do these labels mean?
kommunicate
MAY 19, 2023
Last Updated on May 19, 2023 Picture this. You have a patient who is sitting in the comfort of their home, getting answers to their most common queries. This without even talking to your hospital support staff. Your support staff are a happy bunch, since they don’t have to be on the phone or chat [.] The post Navigating the Digital Frontier: The Pros and Cons of Symptom Checker Chatbots appeared first on Kommunicate Blog.
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Cisco - Contact Center
MAY 19, 2023
Introduction: The Evolution of Hybrid Work While hybrid work is not a new concept, it continues to evolve as we gather more information about employee work preferences and customers’ workplace and r… Read more on Cisco Blogs
AWS Machine Learning
MAY 19, 2023
Vision loss comes in various forms. For some, it’s from birth, for others, it’s a slow descent over time which comes with many expiration dates: The day you can’t see pictures, recognize yourself, or loved ones faces or even read your mail. In our previous blogpost Enable the Visually Impaired to Hear Documents using Amazon Textract and Amazon Polly , we showed you our Text to Speech application called “Read for Me”.
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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
MAY 19, 2023
This guest post was authored by Cisco Designated VIP David Peñaloza Seijas. One of the main features used in Cisco SD-WAN is Application Aware Routing (AAR).
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
MAY 19, 2023
The cloud has become a vital tool for businesses of all sizes, providing flexibility, scalability, and cost-effectiveness that are necessary to compete in today’s fast-paced digital landscape.
COPC
MAY 19, 2023
— Alex Boland | Director of ANZ Operations at COPC Inc. Organizations often dedicate substantial time and effort debating whether to use Customer Satisfaction (CSAT) , Net Promoter Score (NPS) or Customer Effort Score (CES). Consultants have set up entire businesses profiting from this discourse. However, this ongoing argument about the “right” metric is misguided.
Cisco - Contact Center
MAY 19, 2023
We have already shared a lot about the beehives at Cisco’s Research Triangle Park (RTP) North Carolina campus on this blog.
Transparent BPO
MAY 19, 2023
Reviewing call sample quality is more than just taking recordings and analyzing random calls. May 2023 “”Customer service isn’t just about ensuring satisfaction, deescalating tense situations or giving away freebies. While we know these things are important, customer care solutions are intended to take things further. Call centers should strive to make emotional connections so […] The post What to listen for in sample call recordings from a BPO?
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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
Tethr
MAY 19, 2023
To transform your contact center to a business intelligence engine, first make sure you aren't making these common mistakes with your customer support metrics.
Concentrix
MAY 19, 2023
See how this top-performing insurance client leveraged our customer experience framework and assessment to propel its CX strategy even further.
Tethr
MAY 19, 2023
Announcing Quadrants reports for Tethr users, a new set of tools for exploration and insight, allowing you to measure multiple variables on multiple axes.
CSM Magazine
MAY 19, 2023
The city that never sleeps, New York City, is a bustling metropolis known for its abundant entertainment and socialising opportunities. As such, it’s an ideal place to organise after-work events. These gatherings can boost morale, encourage team building, and break the monotony of daily office life. Here are some exciting ideas for after-work social events in the Big Apple.
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.
Tethr
MAY 19, 2023
Researching call center analytics software? Here's a guide on all the industry terms to familiarize yourself with as you compare features.
CSM Magazine
MAY 19, 2023
Despite being important suppliers, customer service in art shops can either be hit or miss, with some shops lacking adequate customer service. It is essential for art shops to focus on customer service to ensure customer satisfaction and repeat business. In this article, we explore strategies that art shops can implement to improve customer service. 1.
Tethr
MAY 19, 2023
Traditional call center QA audits focus on less than 1% of calls. However, Tethr will automate call center QA with 100% of calls analyzed.
CSM Magazine
MAY 19, 2023
The peer-to-peer lending industry has grown tremendously over the years, thanks to the innovative approach to financing it brings to borrowers and investors alike. Due to its modern technology, it has become much easier for people to get access to loans than when they have to rely on traditional banks. As a peer-to-peer lending company, you want your platform to stand out from the rest, and one way to achieve this is by delivering exceptional customer service.
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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.
Tethr
MAY 19, 2023
When several customers share the same problem, your employees need to know how to spot the trend and have a customer service crisis plan.
Horizon CX
MAY 19, 2023
In Customer Experience, we often hear about transformational change as one of the descriptors of those within the discipline and many CX professionals have fashioned and even subtitled themselves as organizational change agents. I often think about this since, as a CX Manager for 10+ years I’d never thought of myself as a change agent yet the work I performed certainly had some incremental effect on the overall success of the organization, particularly from a customer experience perspective.
Tethr
MAY 19, 2023
You can track all kinds of customer contact center stats, but what do those numbers tell you? Here's how to benchmark your performance.
Concentrix
MAY 19, 2023
Join Concentrix to reimagine everything CX at Forrester CX North America 2023, June 13–15.
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!
Tethr
MAY 19, 2023
We define AI and ML + discuss how to combine artificial intelligence and machine learning in order to improve the customer experience.
Voiptime
MAY 19, 2023
Customer service as an industry keeps developing every year. Customer expectations are growing up, technologies are developing fast, and new approaches are being discovered and implemented by various companies.
Tethr
MAY 19, 2023
Do you have disappointed customers? How to know if you aren’t delivering what your customers expect and what to focus on to stop it.
SmartKarrot
MAY 19, 2023
Role: Customer Success Manager Location: United States (Remote) Organization: iDeals As a Customer Success Manager, you’ll be analysing market trends, analysing potential customers, and figuring out what they expect from the product. Providing new clients with kick-off (onboarding) training. Including customers in the product development process and creating a good user experience can enhance adoption and retention.
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
Tethr
MAY 19, 2023
You can sign up for a free 30-day trial with Tethr and see for yourself what insights lay hidden in your customer conversations.
SmartKarrot
MAY 19, 2023
Introduction: The Rise of Remote Work in the Marketing Industry The marketing industry has seen a significant change in the way work is done in recent years, with the rise of remote work, also known as working from home or telecommuting. With the advancement of technology, it has become easier for employees to work from a location outside of the traditional office environment while staying connected with their colleagues and clients.
Tethr
MAY 19, 2023
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