Thu.Jun 22, 2023

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Key Questions When Migrating Your Contact Center to the Cloud

Cyara

Migrating to the cloud is a key concern for many modern contact centers. And to do so successfully, your organization must undertake stringent planning and thoroughly understand all expectations, obstacles and how you will measure success.

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Learn the power of saying “No!” to ensure you win and succeed

Beyond Philosophy

Our recent guest on the podcast, author Vanessa Patrick , Associate Dean for Research, Professor of Marketing, and researcher in the Consumer Behavior Marketing field, has a new book, “The Power of Saying No: The New Science of How to Say No that Puts You in Charge of Your Life.” The book addresses the area of self-regulation or self-control.

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The Complete Guide to Visual IVR

Fonolo

The contact center industry boasts some of the most intelligent and innovative CX technologies out there. Visual IVR – now known as Fonolo’s Web Call-Backs – was one of the first self-service technologies to have a hugely positive impact on the customer experience. The Ultimate Call-Back Check List If you haven’t yet encountered visual IVR, the first thing to know is that it’s self-service at its best – and quickly becoming an essential tool for businesses that prioritize customer satisfaction a

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Cisco Blocks and Tackles Threats to Protect NFL In 2023

Cisco - Contact Center

Authored by Steve Nowell, Cisco Customer Delivery Security Architect Securing the NFL’s premier events like the Super Bowl LVII in February and more recently their Draft, brings a number of unique c… Read more on Cisco Blogs

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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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7 Chatbot APIs To Watch Out For In 2023

kommunicate

Last Updated on June 22, 2023 What is a Chatbot API? A chatbot API is a set of protocols that allow developers to access the functionalities of a chatbot. A chatbot API enables seamless integration into various applications, systems or platforms by standardizing the way you send, receive and extract messages via the chatbot. Chatbot [.] The post 7 Chatbot APIs To Watch Out For In 2023 appeared first on Kommunicate Blog.

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How Light & Wonder built a predictive maintenance solution for gaming machines on AWS

AWS Machine Learning

This post is co-written with Aruna Abeyakoon and Denisse Colin from Light and Wonder (L&W). Headquartered in Las Vegas, Light & Wonder, Inc. is the leading cross-platform global game company that provides gambling products and services. Working with AWS, Light & Wonder recently developed an industry-first secure solution, Light & Wonder Connect (LnW Connect), to stream telemetry and machine health data from roughly half a million electronic gaming machines distributed across its

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Tap into the multibillion-dollar security market opportunity with Cisco!

Cisco - Contact Center

Many of our partners are having great success selling our Meraki solutions into their SMB accounts. If you are one of them, congratulations! If not, join the party.

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Dynamic Dialing For Maximum Efficiency: Unwrapping The Benefits Of Automatic Call Distribution Software

LiveVox

One of the core features within a contact center is its ACD, or Automatic Call Distribution software. An ACD helps sort and route incoming calls to the right person. When a customer calls a contact center, an IVR (Integrated Voice Response) system will ask them what kind of help they need. A customer can either […] The post Dynamic Dialing For Maximum Efficiency: Unwrapping The Benefits Of Automatic Call Distribution Software appeared first on LiveVox.

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What is clinical zero trust?

Cisco - Contact Center

Security has always been important in healthcare, but with the rapid growth of digital technologies in care delivery and the ever-increasing number of connections, it has become even more… Read more on Cisco Blogs

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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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The Storytelling Coach: How Call Center Supervisor Storytellers Coach Agents to Improve Customer Service Delivery

SQM Group

Supervisor storytelling coaching focuses on helping supervisors and managers improve their storytelling skills to assist them in coaching call center agents.

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4 Strategies for Cultivating a Customer-centric Culture in Your Organization

Interactions

Interactions surveyed 1,000 consumers from across the U.S. in March 2023 to better understand the current customer experience mindset. We compiled the findings in a report entitled “CX and the Consumer: Pitfalls and Possibilities.” One conclusion drawn from the survey focused on the need for brands to cultivate a customer-centric culture: “Companies should strive to create a culture that prioritizes customer service and values each customer’s experience.

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The opti-channel era is dawning

Connect

This is why contact centre operators should care … Delivering a true omnichannel customer experience is no longer a market differentiator in the highly competitive contact centre and customer service sector because modern consumers already expect a seamless customer experience and the convenience of communicating with agents via their preferred channel as the minimum acceptable standard.

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Concentrix Achieves Company of the Year Recognition for ESG Initiatives

Concentrix

American Best in Business Awards recognizes Concentrix with three Gold for its achievements in Sustainability, DEI, and Corporate Social Responsibility

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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 Engage and Motivate Contact Center Agents

Balto

An engaged employee is deliberately contributing to organizational success. They believe in the organization’s mission and want to help achieve it. Imagine your contact center agents were engaged and highly motivated. That’s the dream for every contact center leader. It’s also been a top challenge over the 25 years I’ve worked with contact centers. I teamed up with Balto to chat about agent engagement in a live Q&A session.

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2023 CX Trends: Service is the New Sales

Anexa BPO

The newest CX trends are sweeping the business world, and they’re all about ensuring that all customer service activities are focused on deepening the customer-brand connection. Here’s how. It’s 2023, and customer service has truly arrived – it’s no longer a department, it’s a philosophy. While at one time, service and experience were independent of each other, service has become baked into CX.

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Call Experts wins coveted ATSI Award of Excellence!

Call Experts

Call Experts of Charleston, SC, has been honored with the exclusive ATSI 2023 Award of Excellence for the 14th year. This award is presented annually by the Association of TeleServices International (ATSI), the industry’s Trade Association for providers of telecommunications and call center services, including telephone answering and message delivery across North America and the UK.

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How you can Improve Your Company’s Hiring Practices

CSM Magazine

Attracting and retaining top talent is paramount in today’s competitive job market. A well-formulated hiring strategy is essential for driving business growth, enhancing productivity, and fostering a positive work environment. Here are some tips to help your company optimize its recruitment process and attract the best candidates. Get Out in the Community Events like job fairs are a great way to meet potential job candidates.

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The Open CCaaS Advantage Report

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.

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Powering industrial networks: key highlights from Cisco Live 2023 in Las Vegas

Cisco - Contact Center

It’s just two weeks since Cisco Live 2023 in Las Vegas wrapped up. The excitement and energy at the event were contagious.

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The Role of Purchased Datasets in Customer Service Strategies

CSM Magazine

In recent years, the importance of effective customer service strategies has become increasingly evident for businesses across various sectors. One aspect of a customer service strategy is to leverage data to create personalized experiences, streamline processes, and improve overall customer satisfaction. Purchased datasets play a substantial role in this data-driven approach, providing valuable insights that businesses can use to refine their customer service efforts.

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How to Start Your Call Center Business in Jamaica

Dialer 360

Starting a call center business in Jamaica can be an exciting venture. The country has emerged as a popular destination for call center operations due to its strategic location, English-speaking workforce, competitive costs, and supportive business environment. Jamaica has been consistently improving its business environment, ranking 6th among Caribbean countries in the World Bank’s Ease of Doing Business Report 2020.

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BigChange Smart Route Optimiser Promises to Reduce Operating Costs

CSM Magazine

BigChange has developed a smart route optimiser that is helping companies reduce fleet operating costs, mileage, time, and CO2 emissions. Part of the BigChange cloud-based system for managing businesses with field service operations, the software is providing an average saving of 4 per cent in miles travelled. In the first 4 months of use, BigChange customers using the tool have saved over £1.2million; cutting 6.4 million unnecessary miles and reducing carbon emissions equivalent to planting 52

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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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Allyship Is Action, Not a Word

Cisco - Contact Center

“If not ME, then WHO? If not NOW, then WHEN?

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Calabrio Awarded Workforce Innovation of the Year at Customer Contact Week Excellence Awards

CSM Magazine

Calabrio , the workforce performance company, is proud to announce it has been awarded Workforce Innovation of the Year at the 2023 Customer Contact Week (CCW) Excellence Awards. The CCW Excellence Awards recognize the most innovative companies and top-performing executives for their extraordinary contributions to the customer contact profession. Calabrio is honoured to be recognised for empowering frontline staff, unravelling complexity, and driving impact through customer experience.

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June 22 – Customer Success Jobs

SmartKarrot

Role: Customer Success Associate Location: Arlington, VA, United States (On-site) Organization: ClearPoint Strategy As a Customer Success Associate, you’ll build trusting relationships with customers by keeping your word and going above and beyond to satisfy your demands. Throughout the customer lifecycle, keep up a high level of engagement and communication with your clients.

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Top Call Center Efficiency Metrics And How To Improve Them

Playvox

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. In uncertain economic times, they become even more critical to help navigate business health and growth. Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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Evernote vs Onenote? Or High Time to Move to New-Age Playbooks?

SmartKarrot

Today’s super dynamic B2B environment mandates everyone in the leadership to be more innovative to get things done! That’s where note-taking and task-management apps enter. These are productivity applications that help users organize and streamline their files and tasks. But with the rise of these applications, there is one question that consumes time: which app to choose?

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When Content Speaks the Language That Users Want, Then Their Experience Turns From Good to Great

CSM Magazine

Recently, Tridion’s partner Coreon GmbH convened with Tridion’s team to discuss and understand the way in which Coreon’s multilingual knowledge systems deliver value to increasing number of global enterprises. We had Jochen Hummel, co-founder and CEO of Coreon, lead the presentation. Jochen is also the CEO of ES Team, Vice Chair at LT Innovate, and was the former CEO at Trados.