Wed.Sep 13, 2023

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What is the Cost to Outsource Call Center Services?


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.

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Alcon Hosts Contact Center Leaders at Recent CCNG Regional Networking Event!


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

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The Difference Between Customer Service and Customer Experience Copy


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.

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Financial Services KPIs Have Changed: Here’s How and Why


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.

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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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Visualize an Amazon Comprehend analysis with a word cloud in Amazon QuickSight

AWS Machine Learning

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.

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The Importance of Quality Monitoring for Government Agency Contact Centers

The Northridge Group

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

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The Power of Cybersecurity Product Technology Integrations: Strengthening Our Digital Defenses

Cisco - Contact Center

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.

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5 Ways B2B CX Stands Apart

Interaction Metrics

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.

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Safeguarding Cross-Border Data Transfers

Cisco - Contact Center

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).

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The New GTM Playbook: 18 Ways to Future-Proof Your Sales Team

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.

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Designing and Building a Complete Salesforce Contact Center


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

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Cisco Secure Access is generally available to secure today’s hyper distributed environments

Cisco - Contact Center

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.

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Online Trust & Safety: Are Your Shoppers Protected?

24-7 InTouch

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.

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Supercharging offshore wind power connects ScottishPower Renewables with Cisco IoT

Cisco - Contact Center

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

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Decoding the Call Labeling and Blocking Process

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.

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What does your call center software say about your customer service?


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.

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Transform Any Website Into A Chatbot – Introducing Kommunicate’s Web Chatbot Trainer


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.

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Cisco Announces General Availability of the NCS 1014 and 2.4T WDM Line Card

Cisco - Contact Center

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

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35 developers & marketers share effective ways to collect product feedback


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.

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3 Sizzling Ways to Warm up Cold Calls

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.

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Finding Joy in the Feedback Loop — Through Improv and in the Queue

Help Scout

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