Voiptime
FEBRUARY 1, 2023
CTI integration is a must-have solution, but not every call center owner knows what is it. Nonetheless, without CTI solutions modern call centers just can't exist, and that's why you should learn more about it.
CCNG
FEBRUARY 1, 2023
While many jobs come with a fair amount of stress, few positions are as taxing as that of an associate in a busy contact center who must regularly handle difficult customer service issues. According to a study by Cornell University , 87% of call center employees report high job stress levels. As the first line of defense against angry customers, many customer service associates report they have been blamed for things that are out of their control.
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Callminer
FEBRUARY 1, 2023
CallMiner's VP of Int'l, Frank Sherlock, talks about the value of customer communications ahead of his session at Credit Connect’s Online Collections Technology Think Tank. Read more in his blog.
Contact Center Pipeline
FEBRUARY 1, 2023
The pandemic period has proven something really important for contact centers, and that is that Work From Home on scale is a huge win. Separate from the impact that the health emergency itself had on overall service levels and customer experience, all in all the outcome of WFH for contact centers has been extremely positive.
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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.
AWS Machine Learning
FEBRUARY 1, 2023
Recent developments in deep learning have led to increasingly large models such as GPT-3, BLOOM, and OPT, some of which are already in excess of 100 billion parameters. Although larger models tend to be more powerful, training such models requires significant computational resources. Even with the use of advanced distributed training libraries like FSDP and DeepSpeed, it’s common for training jobs to require hundreds of accelerator devices for several weeks or months at a time.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Bill Quiseng
FEBRUARY 1, 2023
BUSINESS LEADER FORBIDDEN PHRASE: “We’ve always done it that way.” If your customers and employees are raving about you as a customer service leader, then that’s GREAT! But if they’re not saying anything at all about you, then that’s not. Satisfied people feel that your customer service leadership is good, not better, just average. Nobody raves about average.
customer sure
FEBRUARY 1, 2023
Marmalade Insurance, the specialist in insurance solutions for young, student, learner and young named drivers, has been providing trailblazing insurance products to those aged 17-30 since 2006. From the outset, the firm’s mission has been to provide affordable car insurance to a demographic that has - for as long as time began - been somewhat neglected by mainstream insurance firms, with extortionate premiums, boundless red tape and a lack of understanding.
aircall
FEBRUARY 1, 2023
As your team grows and your needs change, your cloud-based business phone solution should evolve with you. To ensure you have the ideal provider, we have compiled a list of the top four CallHub alternatives that can boost customer experience and nurture lasting customer relationships. CallHub is a cloud-based phone solution with voice and text message services that integrates with 12 common third-party applications such as Salesforce, Zapier, Action Network, Shopify, ActionNetwork, and CiviCRM.
Comm100
FEBRUARY 1, 2023
Live Chat for Higher Education – The Ultimate 101 Guide Higher education is at a crossroads. With undergraduate enrollment on the decline , student recruitment has become fiercer than ever. To stay competitive now, schools must cater to the expectations of today’s tech-savvy students by introducing digital channels like live chat for all aspects of student support.
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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
Jon Arnold
FEBRUARY 1, 2023
I’ve had a lot of new work hitting at the same time, and that’s put me behind on blogging, so this is an ICYMI post. I was recently invited back to be a guest on Big CX News , hosted by Charlie Mitchell, and the current episode was posted last week. You may have caught it via social media already, but if not, I’m in the mix for some lively discussion about, well, big CX news - is AWS really a CCaaS player, where does Avaya go from here, and will ChatGPT put us analysts out of work???
LiveVox
FEBRUARY 1, 2023
The financial services industry has undergone a fundamental shift for many years now. As more people rely on digital to handle tasks and expect businesses to meet their new digital needs, financial services have been pivoting. Over the last few years, the focus on digital transformation has accelerated. Finding ways to exceed customer expectations and stay competitive presented as main challenges in the past year.
Working Solutions
FEBRUARY 1, 2023
Every year, a larger percentage of retail business is conducted via the online marketplace. Well known as this fact is, it’s surprising how few companies have really embraced the full range of possibilities offered by online communications to give their customers a truly comprehensive and satisfying experience. Of course, doing so isn’t exactly child’s play.
Hodusoft
FEBRUARY 1, 2023
Accelerating Banking Success: The Top Business Phone Systems to Consider The banking industry is constantly evolving and adapting to the ever-changing technological landscape. One of the areas where this evolution is most evident is in the way banks communicate with their customers. With more and more people using their smartphones for everything from banking to shopping, it’s no surprise that the use of business phone systems in the banking industry is on the rise.
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.
Education Services Group
FEBRUARY 1, 2023
There’s a good chance that if you are a Customer Success leader, your workday began by logging in and reviewing your CS metrics dashboard. Checking to see how the teams’ effort yesterday affected today’s retention rates, the number of customers whose health score were improved, customers lagging on adoption and TFV realization, and customers whose user telemetry data demonstrate that they may be at risk.
Brad Cleveland Blog
FEBRUARY 1, 2023
The disciplines of customer experience and employee experience wouldn’t exist without access to large amounts of data. That includes, increasingly, the insights generated by artificial intelligence (AI) and machine learning technologies. You can understand more about your customers and your … Continue reading → The post Use a CX dashboard to cut through the clutter appeared first on Brad Cleveland.
SQM Group
FEBRUARY 1, 2023
Learn our best practices on how call centers can improve their customer satisfaction due to call monitoring practices.
Brad Cleveland Blog
FEBRUARY 1, 2023
The disciplines of customer experience and employee experience wouldn’t exist without access to large amounts of data. That includes, increasingly, the insights generated by artificial intelligence (AI) and machine learning technologies. You can understand more about your customers and your … Continue reading → The post Use a CX dashboard to cut through the clutter appeared first on Brad Cleveland.
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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.
Guru
FEBRUARY 1, 2023
We’re thrilled to announce that Guru has received a 2023 Top Workplaces USA award!
AWS Machine Learning
FEBRUARY 1, 2023
Almost 80% of today’s web content is user-generated, creating a deluge of content that organizations struggle to analyze with human-only processes. The availability of consumer information helps them make decisions, from buying a new pair of jeans to securing home loans. In a recent survey, 79% of consumers stated they rely on user videos, comments, and reviews more than ever and 78% of them said that brands are responsible for moderating such content. 40% said that they would disengage with a b
Comm100
FEBRUARY 1, 2023
There is no one definition of a mature student, but the term is most often applied to students older than 21 years old at the start of their studies. In the United States, 33.4% of college students are now aged 25 years and older. In the UK, 37% of undergraduate entrants at universities were over 21 during the 2019/2020 academic year. We’ve looked at ways to increase student enrollment in past blogs, but mature students are unique.
Nicereply
FEBRUARY 1, 2023
According to many studies and surveys, customer experience is a key part of any company’s success. Your ability to create a powerful customer experience greatly impacts the number of customers that buy from you and keep buying from you. The success of customer loyalty programs, word-of-mouth advertising, and even employee retention can be attributed to how attentive your customer service is.
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!
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