OctopusTech

SEPTEMBER 13, 2023

Choosing to outsource call center services is one of the best decisions a company can make as it helps to focus on the core business activities. Using call center outsourcing services is one of the major trends followed by both small and big organizations. Although it can be a cost-effective solution to partner with call center providers, knowing the cost of outsourced call center companies is one of the major factors that shouldn’t be ignored.

Call Center 62

Call Center outsourcing Customer Support Contact Center 62

CCNG

SEPTEMBER 13, 2023

Recently CCNG members and area contact center professionals were invited to the Alcon North America Customer Service Operations Center in Fort Worth Texas for a group discussion into Alcon's journey of digital transformation over the years. Below are some of the highlights shared at the event as provided by a CCNG member in attendance. Alcon customer service leaders shared and led discussions that included sharing their core values, leadership development, their vision, digital discovery / inves

CCNG 195

CCNG Contact Center Interactive Voice Response Customer Service 195

ShepHyken

SEPTEMBER 13, 2023

Every once in a while, someone will ask, “What’s the difference between customer service and customer experience?” My answer used to be easy. Customer service really drove the customer experience. That was during a time when the main way customers interacted with the companies they did business with was with people-to-people interactions. A customer could visit a store or business.

Customer Experience 179

Customer Experience Customer Service Gamification Technology 179

LiveVox

SEPTEMBER 13, 2023

Welcome, esteemed partners of the financial services realm, to a journey that promises to illuminate the path to customer service excellence. In the dynamic world of banking and financial services, every interaction with a client holds the potential to forge an unbreakable bond or lead to a missed opportunity. That’s where key performance indicators (KPIs) […] The post Financial Services KPIs Have Changed: Here’s How and Why appeared first on LiveVox.

Customer Service 105

Customer Service Banking Customer Experience 105

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

AWS Machine Learning

SEPTEMBER 13, 2023

Searching for insights in a repository of free-form text documents can be like finding a needle in a haystack. A traditional approach might be to use word counting or other basic analysis to parse documents, but with the power of Amazon AI and machine learning (ML) tools, we can gather deeper understanding of the content. Amazon Comprehend is a fully, managed service that uses natural language processing (NLP) to extract insights about the content of documents.

Accountability 100

Accountability Management Coaching Enterprise 100

The Northridge Group

SEPTEMBER 13, 2023

Quality Monitoring is an essential tool used by many businesses to improve customer experience in their contact centers. Quality Monitoring programs leverage call listening, screen monitoring, and advanced data analytics to identify issues faced by individual associates as well as overall operational issues. When Quality Monitoring processes identify specific behavioral issues in individual associates, the behaviors can usually be quickly corrected with monitoring, agent and call level reporting

Contact Center 67

Contact Center Government Coaching Customer Experience 67

Cisco - Contact Center

SEPTEMBER 13, 2023

In today’s interconnected world, where cyber threats are evolving at an alarming rate, cybersecurity has become a paramount concern for individuals, businesses, and governments alike.

Technology 94

Technology Government 94

Interaction Metrics

SEPTEMBER 13, 2023

McKinsey & Company reports that B2B companies score substantially lower on customer satisfaction than consumer companies. One reason B2B companies underperform on customer satisfaction is they are more complicated — with more moving parts — than retailers. But another reason is that without knowing it, many B2B’ers may rely on a consumer approach to CX when, in fact, B2B CX is different in five key ways.

B2B 62

B2B Feedback Metrics Surveys 62

Cisco - Contact Center

SEPTEMBER 13, 2023

Codes of Conduct may be used as appropriate safeguards for cross-border transfers under Article 46 of the European Union General Data Protection Regulation (GDPR).

95

95

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

Concentrix

SEPTEMBER 13, 2023

Learn how agile implementation and a flexible, responsive delivery model enabled one of our fintech clients to scale without on-premise investments.

Contact Center 62

Contact Center Cloud contact Banking Technology 62

Cisco - Contact Center

SEPTEMBER 13, 2023

Today, I’m thrilled to announce that Cisco Secure Access – the foundation to securing connectivity to all applications across your hyper-distributed environment – is generally available.

90

90

24-7 InTouch

SEPTEMBER 13, 2023

The internet and social media platforms have revolutionized the way we communicate and interact with one another. While these digital platforms have brought numerous benefits, they have also given rise to a darker side of online behavior like cyberbullying, hate speech, and toxic behavior. Recognizing the urgent need to address these issues, governments and regulatory bodies worldwide are stepping up their efforts to ensure customer safety.

Government 59

Government Accountability Technology 59

Cisco - Contact Center

SEPTEMBER 13, 2023

Record-breaking climate extremes are increasing the urgency to produce more clean energy.

Wireless 90

Wireless 90

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

TCN

SEPTEMBER 13, 2023

Good customer service is the keystone of an exceptional call center. TCN’s third annual consumer. The post What does your call center software say about your customer service? appeared first on TCN.

call center software 59

call center software Call Center Customer Service 59

kommunicate

SEPTEMBER 13, 2023

Last Updated on September 13, 2023 OpenAI’s ChatGPT changed the AI game. A Large language model that was capable of writing code, blog posts, short stories and essays, and even poems. People screamed from the rooftops that ChatGPT was going to take their jobs away. There was a lot of noise, and with good reason. [.] The post Transform Any Website Into A Chatbot – Introducing Kommunicate’s Web Chatbot Trainer appeared first on Kommunicate Blog.

Chatbots 52

Chatbots 52

Cisco - Contact Center

SEPTEMBER 13, 2023

Earlier this year at the Optical Fiber Communication (OFC) Conference and Exhibition, Cisco demonstrated the new NCS 1014 with the 2.

52

52

Callminer

SEPTEMBER 13, 2023

Collecting product feedback isn’t a straightforward and simple process. Read this blog to understand the value of product intelligence, including expert tips and best practices.

Feedback 36

Feedback Best practices Marketing 36

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

Help Scout

SEPTEMBER 13, 2023

Supporting folks as they engage in all the things that fill them up outside of work is a priority at Help Scout.

Feedback 45

Feedback 45