Fonolo
MAY 23, 2023
Customer service is all about meeting and exceeding customer expectations. Contact center managers know this implicitly. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? It’s true! Customers want to feel seen. Deloitte reports that 90% of people are attracted to hyper-personalized advertising content, and customers are quickly coming to expect it.
Callminer
MAY 23, 2023
Companies that want to improve customer service in the call center may not know where to begin, so we've created a list of 25 tips from call center experts.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
TechSee
MAY 23, 2023
2023 has been the year of efficiency. Across sectors and around the world, enterprise leaders have been carefully managing expenses and streamlining processes. The service industry is no exception. However, improving contact center efficiency cannot come at the cost of delivering a great customer, agent, or technician experience. Automation is the answer to service industry staffing shortages and efficiency requirements.
AWS Machine Learning
MAY 23, 2023
The seeds of a machine learning (ML) paradigm shift have existed for decades, but with the ready availability of virtually infinite compute capacity, a massive proliferation of data, and the rapid advancement of ML technologies, customers across industries are rapidly adopting and using ML technologies to transform their businesses. Just recently, generative AI applications have captured everyone’s attention and imagination.
Advertisement
JUST RELEASED! The Northridge Group’s State of CX 2023 Part II research report reveals that nearly half of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. So why do more than ⅓ of business leaders want contact center associates back in the office?
Cisco - Contact Center
MAY 23, 2023
No achievement is too high for our alums. And we honor this fact by launching the new Cisco Networking Academy Alumni Awards. From day one, it’s been about the students and their success.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Method:CRM
MAY 23, 2023
Everyone knows that sending invoices is crucial to getting paid for your products or services. So there’s nothing more frustrating than doing everything right in the invoicing process but still having to wait forever for payments. But here’s what many businesses don’t realize. When you send a generic invoice with nothing on it but the total amount due, you miss out on your full revenue potential.
COPC
MAY 23, 2023
Most contact centers recognize the importance of team leaders. However, the team leader role is also one of the most overlooked from a skills development perspective. This article uses insights from the following research to reveal the quantifiable impact of contact center team leaders on employee satisfaction, retention and performance. COPC Inc. US Employee Engagement Research Report COPC Inc.
Cisco - Contact Center
MAY 23, 2023
With sunny skies, and an entertainment calendar filled with music, shows, immersive experiences, Las Vegas is a great city to visit in the summer.
SmartAction
MAY 23, 2023
FORT WORTH, Texas, May 23, 2023 /PRNewswire/ — SmartAction , a top-tier AI platform provider specializing in advanced Intelligent Virtual Agents (IVA) and conversational AI solutions, is proud to announce the successful closing of a new round of funding. This latest funding round brings the current strategic growth capital amount to an impressive $38 million , signifying a major milestone for the company.
Advertisement
Attention government agencies and BPO partners! CXperts is your go-to solution for improving citizen experience. Our omnichannel and digital contact center solutions are designed to supply superior CX, reducing costs and maximizing efficiency. Plus, we are a Minority Owned Business (MBE). With our certifications, we are the perfect partner to help government agencies meet their CX goals and fulfill federal deal requirements.
Cisco - Contact Center
MAY 23, 2023
Cisco recently hosted its first Smart Healthcare Summit in Singapore, involving experts from the Australian and Asian health and higher education sectors.
Integrity Solutions
MAY 23, 2023
Sales prospecting is vital to the success of any sales organization. Simply learning how to find, approach and engage new customers is at the heart of being able to meet and exceed your sales goals. Why Is Sales Prospecting More Important Than Ever? Selling has become increasingly competitive. Only 60% of sales teams and reps hit their annual quotas in recent years, and 69% of sales professionals agree their job is harder now than it was in 2021.
Cisco - Contact Center
MAY 23, 2023
It is hard for me to believe that in 2023, we are still talking about gender equality, race, diversity and inclusion in the workplace.
Helpware
MAY 23, 2023
Web3, also known as Web 3.0 is taking over the internet bit by bit. Its aim to decentralize the internet and give more power to the people has it being touted as the way of the future. Needless to say, it begs a lot of questions. At the top of that list are what is it, what does it have in store for us, and how can companies capitalize on Web3 to transform the customer experience as we know it?
Advertisement
Contact center leaders are skilled at balancing competing day-to-day priorities. They help others make informed business decisions, all while working to keep agents and customers engaged in positive experiences. Rapid access to the most relevant and actionable information is critical to managing agents, supervisors, and communicating with executive leadership to improve efficiencies and business outcomes.
AWS Machine Learning
MAY 23, 2023
This is a guest blog post co-written with Vik Pant and Kyle Bassett from PwC. With organizations increasingly investing in machine learning (ML), ML adoption has become an integral part of business transformation strategies. A recent PwC CEO survey unveiled that 84% of Canadian CEOs agree that artificial intelligence (AI) will significantly change their business within the next 5 years, making this technology more critical than ever.
Comm100
MAY 23, 2023
Wherever you look, automation is popping up across customer service teams as organizations look to improve efficiency, reduce support costs, and scale their business. While we read about the many benefits of automation in customer service, it can be difficult to know how exactly to introduce this into your own organization. This blog will help you on your way, providing the top automated customer service examples that can be used across industries.
MiaRec
MAY 23, 2023
Considering that 83% of companies have already experienced more than one data breach, it is more than likely that your contact center is next. In fact, cybercriminals often target contact centers first.
CustomerServ
MAY 23, 2023
The global business process outsourcing (BPO) market is currently valued at over $260 billion and is expected to exceed $500 billion by 2030, according to Grand View Research. Outsourcing markets like the Philippines and India are well-established, but saturation, high turnover, and intense competition for labor are among the concerns in these and other mature locations.
Advertisement
In this eBook, you’ll learn how companies are using advanced conversational AI solutions, like Verint Intelligent Virtual Assistant, to deliver actionable service and assist their contact center agents in both voice and digital channels. You’ll also see how our easy-to-use, low-code bot-building environment makes for quicker and more flexible conversational AI deployments that deliver an immediate ROI.
AnswerConnect
MAY 23, 2023
Discover common mistakes to avoid and tips for creating job satisfaction in remote teams, plus helpful tools and resources. The post The importance of culture for remote teams and how to cultivate it appeared first on AnswerConnect Blog.
Certified Languages International
MAY 23, 2023
When you seek out a language service provider (LSP), it can be tempting to simply go with the lowest price. But interpreting services are not a commodity. They are complex and involve professional interpreters with specialized education, training, experience, and (in languages for which it’s available) certifications. There’s value in this expertise.
McorpCX
MAY 23, 2023
In a customer-centric organization, everyone has an “experience influencing” role. Customer centricity is a way of doing business that puts the customer and their needs at the center of decision making. It’s a strategic approach ingrained in the DNA of an organization, affecting every role – and not just executives, or customer-facing teams.
24-7 InTouch
MAY 23, 2023
WINNIPEG, MB – MAY 23, 2023 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, has announced its partnership with the Trust & Safety Professional Association (TSPA), a non-partisan membership association that supports the global community of professionals who develop and enforce principles and policies that define acceptable behavior and content online.
Advertisement
For years now, contact center admins and supervisors have leveraged bots to improve customer and employee experiences but we are at the beginning of a completely new paradigm regarding increased speed and efficiency. Implementing a modern contact center solution, powered by AI, can give contact centers a competitive advantage. While integrating AI is necessary to provide high-quality digital customer service, it is only a piece of the communication platform puzzle.
Ann Michaels and Associates
MAY 23, 2023
I have often wondered why so many large corporations and businesses opt to spend a lot of money on annual customer feedback surveys. Are they reliable? After all, is a customer going to recall every service touchpoint over a full year and be able to provide clear, actionable answers to survey questions? While annual customer satisfaction surveys can provide some insights, they may have limitations that can make them less effective in capturing the dynamic nature of customer satisfaction.
JustCall
MAY 23, 2023
JustCall is heading to the Customer Contact Week held in Las Vegas this June, and we want you to join us for the launch of our AI-powered platform.Plus, hear from our founder during an insightful fireside chat. The customer experience industry is undergoing a paradigm shift, driven by technological advancements and evolving customer expectations. As the upcoming Customer Contact Week (CCW) in Las Vegas approaches, JustCall is poised to unveil a powerful new solution that will transform the way
AnswerConnect
MAY 23, 2023
The rise of remote work has been a major trend in the past decade, with more and more companies allowing their employees to work from home. According to recent research. The post The importance of culture for remote teams and how to cultivate it appeared first on AnswerConnect Blog.
CSM Magazine
MAY 23, 2023
The creation of medical applications aiming at enhancing patient care, optimizing workflows, and raising engagement among patients has significantly increased as the need for healthcare services rises. The need for them to adhere to HIPAA regulations, however, grows as the number of such applications rises. The US Congress established the Health Insurance Portability and Accountability Act (HIPAA) in 1996 in order to protect the security and privacy of patient health information (PHI) by setting
Speaker: Michael McMillan - Customer Experience Expert, TEDx Speaker, and Author
Are you looking to elevate your CX support strategy? Customers who have a seamless buying experience, from speaking with sales and purchasing the product to easily finding support, are more likely to return to your organization and recommend it to others. With the numerous changes in the market, it is critical that your CX strategy can evolve and better support your customers regardless of where they are in their journey.
Spearline
MAY 23, 2023
What is VoIP? VoIP (Voice over Internet Protocol) has become an essential component of almost all businesses today. Many organizations choose to utilize VoIP due to significantly lower costs in comparison to traditional PBX landlines. There are also opportunities to avail of numerous features including advanced call routing, integration with CRMs and on-hold messaging.
CSM Magazine
MAY 23, 2023
In today’s competitive business environment, providing excellent customer service is crucial for any company’s success. However, not all customers have exact needs or expectations regarding service. It has led to specialized customer service, which tailors support and assistance to meet specific customer requirements. But what exactly is specialized customer service?
TCN
MAY 23, 2023
ST. GEORGE, Utah – May, 23, 2023 – TCN, Inc., a global provider of a. The post TCN Continues Global Growth with New Offices in the U.K. and Romania, Further Expanding its Footprint in the Contact Center Technology Market appeared first on TCN.
Expert insights. Personalized for you.
104 
Let's personalize your content