SmartKarrot

APRIL 17, 2023

Understanding the basics of AI chatbots An artificial intelligence chatbot is a computer program designed to converse with users through text-based or voice-based interfaces, using Artificial Intelligence (AI) technologies such as Natural Language Processing (NLP) and Machine Learning (ML). AI chatbots are trained on large datasets of real-life conversations, allowing them to understand and respond to user queries in a human-like manner.

Chatbots 10

Chatbots Scripts Enterprise Personalization 10

ShepHyken

APRIL 17, 2023

Top Takeaways: We go to healthcare providers to address a big problem; our health. Some healthcare practitioners know how to treat symptoms and illnesses; however, they are falling short of making the patients feel like they are human beings with respect and dignity. When patients receive great customer service from their healthcare providers, not only do they provide better reviews, fewer complaints, and malpractice claims, but they also have better clinical outcomes.

Healthcare 156

Healthcare Customer Service Education Customer Experience 156

Steve DiGioia

APRIL 17, 2023

An old boss said this to me once. He was pissed at my “continual complaining” about “so many issues”. That was his take on the matter. Mine was different. I was pissed off too. He refused to address the many nagging problems that my team had to deal with every day. Service suffered. Morale suffered. We were refunding money back to customers for mistakes that could have been avoided.

Morale 147

Morale Sales Personalization Management 147

Real Blue Sky

APRIL 17, 2023

The contact center is the primary hub of contact between your organization and your customers. Ken Blanchard is credited with reminding us to “Take care of your customers or someone else will.” It is critical that contact centers operate effectively to efficiently meet customer expectations. Continuous improvement is essential for customer operations to remain competitive in today’s fast-paced omnichannel environment, yet in practice, we see organizations are not applying a continuous i

Contact Center 98

Contact Center Metrics Technology Self service 98

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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

APRIL 17, 2023

International Girls in ICT Day is a global movement encouraging girls and young women to pursue science, technology, engineering, and math (STEM) education and careers.

Engineering 98

Engineering Education Technology 98

AWS Machine Learning

APRIL 17, 2023

As more businesses increase their online presence to serve their customers better, new fraud patterns are constantly emerging. In today’s ever-evolving digital landscape, where fraudsters are becoming more sophisticated in their tactics, detecting and preventing such fraudulent activities has become paramount for companies and financial institutions.

APIs 73

APIs Government Metrics Engineering 73

Maru Group

APRIL 17, 2023

By Todd Trautz and Brent Snider Maru/Matchbox | April 2023 Do you know how your consumers emotionally connect to your brand? Are you leveraging and building upon those emotions in your marketing communications? Are you bluntly capturing affinity or brand love as a metric in your tracker with no idea how to use it to your business advantage? Brand health or equity tracking is vital to brand growth and understanding the true impact of marketing efforts.

Metrics 74

Metrics Marketing Feedback Sales 74

Global Response

APRIL 17, 2023

Are you looking to: boost productivity and efficiency among your team? improve customer satisfaction and results? free up internal teams to focus on core business? streamline your processes and workflows? If so, a BPO call center partner can help. Not only can a great BPO call center manage day-to-day operations of customer service and support, but BPO outsourcing can also help boost productivity, improve processes, integrate customer data and analytics, improve QA processes and more.

Call Center 62

Call Center outsourcing Bilingual agents Chatbots 62

AWS Machine Learning

APRIL 17, 2023

RStudio on Amazon SageMaker is the industry’s first fully managed RStudio Workbench integrated development environment (IDE) in the cloud. You can quickly launch the familiar RStudio IDE and dial up and down the underlying compute resources without interrupting your work, making it easy to build machine learning (ML) and analytics solutions in R at scale.

Scripts 66

Scripts Banking Engineering Analytics 66

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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

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Cisco - Contact Center

APRIL 17, 2023

Since 1998 the CiscoLive! events, formerly Networkers, have been the network industry’s premiere event for education, product introductions, collaboration, and fun.

Wireless 61

Wireless Education 61

Avoxi

APRIL 17, 2023

Efficiency in your call center can help you do more with less while reducing your total cost of ownership. Learn how.

Call Center 62

Call Center Contact Center 62

Select VoiceCom Blog

APRIL 17, 2023

Business process outsourcing (BPO) is a popular strategy for companies to reduce costs, increase efficiency, and access specialised skills and expertise. Experts predict that the global BPO market will reach $405.6 billion by 2027 , with a compound annual growth rate (CAGR) of 8%. By outsourcing non-core processes , you will save on overhead costs and gain more time to focus on scaling your business.

Management 52

Management Business Process Outsourcing Best practices outsourcing 52

Real Blue Sky

APRIL 17, 2023

The contact center is the primary hub of contact between your organization and your customers. Ken Blanchard is credited with reminding us to “Take care of your customers or someone else will.” It is critical that contact centers operate effectively to efficiently meet customer expectations. Continuous improvement is essential for customer operations to remain competitive in today’s fast-paced omnichannel environment, yet in practice, we see organizations are not applying a continuous i

Contact Center 52

Contact Center Metrics Technology Self service 52

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.

Customer Experience

Anexa BPO

APRIL 17, 2023

An outstanding CX initiative can make or break a business, determining financial outcomes and setting the bar for customer experience. In fact, surveys show that organizations that focus on building their CX programs report an 84% increase in revenues. How can organizations break this process down and create achievable results? It’s critically important for companies that are motivated to improve their CX to set crystal clear goals with a specific direction and robust resilience and flexibility

outsourcing 52

outsourcing Customer centricity Metrics Customer retention 52

Real Blue Sky

APRIL 17, 2023

The contact center is the primary hub of contact between your organization and your customers. Ken Blanchard is credited with reminding us to “Take care of your customers or someone else will.” It is critical that contact centers operate effectively to efficiently meet customer expectations. Continuous improvement is essential for customer operations to remain competitive in today’s fast-paced omnichannel environment, yet in practice, we see organizations are not applying a continuous i

Contact Center 52

Contact Center Metrics Technology Self service 52

Russel Lolacher

APRIL 17, 2023

In this episode of Relationships at Work, Russel chats with communications expert and candour advocate Lisa Bloch on intentionally bringing candour into workplace communications. A few reasons why she is awesome — she is the senior director of population health communications at Mount Sinai Health System with more than 30 years of experience in the communications field.

Feedback 52

Feedback Personalization Employee engagement Sales 52

Real Blue Sky

APRIL 17, 2023

The contact center is the primary hub of contact between your organization and your customers. Ken Blanchard is credited with reminding us to “Take care of your customers or someone else will.” It is critical that contact centers operate effectively to efficiently meet customer expectations. Continuous improvement is essential for customer operations to remain competitive in today’s fast-paced omnichannel environment, yet in practice, we see organizations are not applying a continuous i

Contact Center 52

Contact Center Metrics Technology Self service 52

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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.

Self service

Comm100

APRIL 17, 2023

All healthcare organizations in the US need to comply with HIPAA, a law that protects patients’ personal data and safeguards their privacy. To communicate digitally with their patients, organizations must only use HIPAA compliant messaging software. Failure to do so can lead to serious monetary and reputational implications. In this blog, we will break down what HIPAA compliant messaging is, why it matters, and why healthcare providers around the world are using Comm100’s HIPAA compliant messagi

Healthcare 52

Healthcare Chatbots Management Accountability 52

Vistio

APRIL 17, 2023

Watch to the full podcast here:  Or click here to just listen to the audio.                             As technology continues to advance, AI is being integrated into businesses everywhere. So how does Al impact CX? AI is seen as one of the most efficient ways to cut costs and increase efficiency, which are very important parts of CX.

Banking 52

Banking Technology Best practices 52

Kapta Customer Success

APRIL 17, 2023

If you’re watching your budget right now like many companies, then maximizing customer lifetime value (CLV) is an excellent strategy to employ. This approach focuses on retaining existing customers to maintain and grow revenue.

Accountability 52

Accountability Management 52

3CLogic

APRIL 17, 2023

Despite all the advancements in technology over the past few decades, most of today’s customers are going to pick up the phone to get in touch with businesses for support. In fact, 76% of customers say that phone is their preferred channel of communication when they have a customer service need. For many, it remains the easiest way to find a resolution.

Interactive Voice Response 52

Interactive Voice Response Self service CRM Engineering 52

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!

Feedback

CSM Magazine

APRIL 17, 2023

As organizations shift toward remote work and cloud-based environments, their need to protect sensitive data while maintaining secure access increases. A Cloud Access Security Broker (CASB) is the most effective way. CASBs offer an advanced platform for securing cloud applications, networks, and devices against malicious threats, unauthorized access, and data breaches.

Government 52

Government Technology 52

Injixo

APRIL 17, 2023

Workforce engagement management (WEM) is something that we've been hearing more and more about recently. But what is it?

Management 52

Management Analytics Technology 52

CSM Magazine

APRIL 17, 2023

Airports serve an important role in connecting people and places. Its presence can ease the movement of people and goods from one place to another, boosting economic activity and making more services and products accessible to a bigger market. In the past, it was enough for an airport to fulfill these functions as a vital part of the transportation system.

Transportation 52

Transportation Customer Service Airlines Construction 52

Tethr

APRIL 17, 2023

Learn the difference between real-time and after-call analytics

Analytics 62

Analytics 62

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

Journey mapping

SmartKarrot

APRIL 17, 2023

Role: Customer Success Manager Location: Sydney, New South Wales, Australia (On-site) Organization: Telstra Health As a Customer Success Manager, you’ll meet and surpass sales goals, identify the target market and evaluate prospective growth prospects. Increase revenue through site expansion, product and service cross-selling, and renewal uplift.

Education 19

Education Sales Consulting Consulting 19

CSM Magazine

APRIL 17, 2023

Organizing a successful fundraising event can be an exciting and rewarding experience, but it can also be a daunting task. Whether you’re planning a charity gala, auction, or benefit concert, it takes a lot of effort and attention to detail to make it a success. From setting goals and timelines to promoting the event and managing volunteers, there are many things to consider when planning a fundraising event.

Advertising 10

Advertising Entertainment Marketing Customer Care 10

SmartKarrot

APRIL 17, 2023

The Definition of AI Conversational Intelligence AI Conversational Intelligence refers to the ability of artificial intelligence systems to engage in natural and seamless conversations with humans. This technology has come a long way since the early days of chatbots, and today’s AI-powered conversational interfaces can understand and respond to human language in a way that is almost indistinguishable from a human.

Upselling 10

Upselling Chatbots Virtual Agent Coaching 10