Contact Center Pipeline
MARCH 16, 2023
Most of us understand the idiom “growing pains” as it relates to the stresses of actual physical human growth in ourselves and/or in our children. It is also a reference to experiencing challenging and painful times in our personal and professional lives.
Beyond Philosophy
MARCH 16, 2023
I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. Guess what? It’s at an all-time low for the last 17 years. When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it? We asked Forrest Morgeson, assistant professor of marketing at the Broad College of Business at Michigan State University and the director of resea
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Fonolo
MARCH 16, 2023
Your contact center may run like clockwork, with engaged agents answering calls quickly, solving problems, and creating satisfied customers in record time. But without the contact center KPIs and metrics that managers use to measure the effectiveness of their operations, you’d never know for sure. KPIs matter. And they’re changing quickly. We asked contact center industry influencers to share their insights into the changing role of KPIs and shine a light on new metrics to watch.
Upstream Works
MARCH 16, 2023
Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect. We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post 2 Ways AI Can Mitigate Fraud in Contact Centers appeared first on Upstream Works.
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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.
TechSee
MARCH 16, 2023
Artificial intelligence (AI) is designed to automate manual tasks and processes. As the leader in computer vision solutions for the service industry, we at TechSee work with large organizations to help them utilize AI to automate service for their products. Since everyone begins a journey with the first step, we present a list of the core terms to help you understand how visual AI automation works.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Cisco - Contact Center
MARCH 16, 2023
Whether you’re using a large virtual machine or beefy hardware server, running labs with a lot of nodes or labs with resource-hungry nodes in Cisco Modeling Labs (CML) can require a lot of memory/RAM… Read more on Cisco Blogs
Working Solutions
MARCH 16, 2023
Creating a superior customer experience is no small challenge. With a dizzying variety of consumer technologies, customers are now interacting with businesses on dozens of communications channels. Engaging with them on each of these channels—and doing so in a seamless and efficient manner—is an essential goal. Yet, it’s also an overwhelming task.
Cisco - Contact Center
MARCH 16, 2023
This article is authored by Matt Schmitz, Technical Solutions Specialist, Cisco’s Global Virtual Engineering (GVE) DevNet team. Visit the GVE DevNet GitHub page Where are my Metrics?
Nuance
MARCH 16, 2023
… Introducing Nuance Mix Builder, a Copilot feature, that supercharges bot building with Azure OpenAI. Read More » The post Introducing Nuance Mix Builder, a Copilot feature, that supercharges bot building with Azure OpenAI. appeared first on What’s next blog.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
Interactions
MARCH 16, 2023
As technology advances, so too does customer experience (CX). With the rise of automation, many businesses wonder if the human touch is still necessary. After all, if a machine can do the job just as well (if not better), why keep humans around? That said, is it possible for CX to exist without human interaction? Need for the Human Element It’s generally understood that human agents comprise a critical component of the CX matrix, as interactions with people often shape a customer’s p
JivoChat
MARCH 16, 2023
If you are wondering how to share reels on Facebook, this task is simpler than you think. The same video that you publish on Instagram can be reposted on Facebook, which is a great feature since it allows you to reach different audiences on both platforms. Check out the article to know more about it. How to Share Reels on Instagram and Facebook at The Same Time The reel feature on Instagram was released in 2019, at the time users could publish videos that had only 15 seconds.
Cisco - Contact Center
MARCH 16, 2023
Co-authored by Frank Lento , Sr. Director, Global Security Sales, Partnerships & Ecosystems The firewall.
ConvergeOne
MARCH 16, 2023
Imagine a high-end casino resort and spa experience. Why on earth would the call center be the only engagement engine for this brand? Imagine creating location-based virtual agent experiences ( “Dan’s in the poker room” ) that use affinity data ( “Dan loves Texas Hold ’em” ) to delight the guest. A satisfying and fun virtual agent engagement via their smartphone app with embedded messaging is a unique and fantastic but missed opportunity for most brands.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
Cisco - Contact Center
MARCH 16, 2023
In early 2017, my husband and I were traveling in Thailand when he had a terrible accident.
Global Response
MARCH 16, 2023
In 2023, customer service is more important than ever. Just take a look at any recent research, and you’ll see that customer service is a key differentiator between brands: 54% of customers say customer service is a key factor in making purchasing decisions. 61% of customers say they would switch brands after just one bad experience. 64% of business leaders say customer service has a positive impact on company growth.
Interactions
MARCH 16, 2023
Interactions was awarded not one but two prestigious Stevie Awards at the 17th Annual Stevie® Awards for Sales & Customer Service , acknowledging our outstanding use of technology and partnership with NVIDIA. The awards recognized Interactions Trustera as a Silver Stevie Winner in the Best Use of Technology in Customer Service – All Other Industries category.
Quiq
MARCH 16, 2023
Movies may have twisted our expectations of artificial intelligence—either giving us extremely high expectations or making us think it’s ready to wipe out humanity. But the reality isn’t on those levels. In fact, you’re already using AI in your daily life—but it’s so ingrained in your technology you probably don’t even notice. Netflix and Spotify both use AI to personalize your content recommendations.
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Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro
Abby Connect
MARCH 16, 2023
You know how there’s customer service, and then there’s really, really good customer service? It’s not just a matter of definition, but of what it actually means for you and your customers. Bad customer service experiences will scare your customers away for good. Decent customer service will just leave them feeling “meh.
Helpware
MARCH 16, 2023
The BPO industry in Africa is rapidly expanding, showcasing an impressive annual growth rate of 5.6% projected to continue between 2021 and 2028. This trend underscores the tremendous potential for businesses to tap into Africa's burgeoning BPO sector.
CSM Magazine
MARCH 16, 2023
Customer service management is a complex field that requires careful analysis and the ability to craft persuasive essays. Writing an essay about customer service management can be both challenging and rewarding. By making sure your essay is well-structured, engaging and informative, you’ll soon be producing an essay you will be proud of. In this article, we’ll walk you through the steps of writing an effective essay on customer service management.
Abby Connect
MARCH 16, 2023
As a virtual receptionist service, we hear a lot of questions about business phone numbers. People often wonder where they should list their company phone number, how much it even matters, and how to make sure the right people can find the phone number they need, when they need it. You asked, and we answered.
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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.
CSM Magazine
MARCH 16, 2023
New solution improves contact center operations and captures new financial upsides by uncovering organizational operational inefficiencies. Waterfield Tech , a leading global customer engagement solutions provider, today announced the launch of its Impact Analysis program, a new prescriptive engagement aimed at helping clients address inefficiencies across the contact center and capitalize on digital transformation opportunities.
Brad Cleveland Blog
MARCH 16, 2023
When you think about innovation and growth in the future, what’s your role as a leader? Are there steps you need to take that are a little bit uncomfortable or require some courage? In this video from my recent LinkedIn Learning course “Contact Center … Continue reading → The post Be Bold in Doing What’s Right appeared first on Brad Cleveland.
CSM Magazine
MARCH 16, 2023
In current times, where emotions and logic play a hand in hand for us to navigate through the world and coexist, emotional intelligence proves to be a valuable asset to do so. Not only does it help us become aware of our own emotions, but it also helps us to manage them, and understand other people’s emotions, eventually building strong relationships and collaborating effectively.
Voiptime
MARCH 16, 2023
We have many times written about the IVR systems as they are one of the most important components of call routing software used in your contact center. But what about another solution that is also vital for call routing and call queue management - an automatic call distribution system, often referred to as ACD?
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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.
CSM Magazine
MARCH 16, 2023
There is an infinite amount of data in contact centres but what does it really tell us? Jim Davies of Calabrio believes that educated insights are better than wandering around in the unknown and that taking a lead from Pi is the answer. International Pi (π) Day is held every year on March 14. Pi is an amazing mathematical constant because it articulates the unique ratio between the circumference of a circle and its diameter.
Knowmax
MARCH 16, 2023
The post How To Improve Customer Satisfaction In BPOs? appeared first on Knowmax.
Brad Cleveland Blog
MARCH 16, 2023
When you think about innovation and growth in the future, what’s your role as a leader? Are there steps you need to take that are a little bit uncomfortable or require some courage? In this video from my recent LinkedIn Learning course “Contact Center … Continue reading → The post Be Bold in Doing What’s Right appeared first on Brad Cleveland.
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