VirtualPBX
APRIL 27, 2023
Text messaging has revolutionized the way businesses communicate with their customers. In today’s fast-paced world, people are always on-the-go and constantly engaged on their smartphones. Text messaging provides a quick and convenient way to reach out to customers, whether it’s to inform them of a new product or service, remind them of an upcoming appointment, or send a promotional offer.
Callminer
APRIL 27, 2023
NLP, ML and AI are everywhere in everyday life, and most people have encountered these technologies in action without even being aware of it. This blog shares 25 examples of NLP and ML.
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Toister Performance Solutions
APRIL 27, 2023
Do your customer service goals inspire the team? If not, the FIT model might be the cure. It helps you write goals that give your team clarity, inspire teamwork, and encourage the right behaviors. The FIT goal model also makes costly incentives, prizes, and leaderboards completely unnecessary. In fact, the model works by getting rid of all that nonsense.
Cisco - Contact Center
APRIL 27, 2023
As climate change and the potential to facilitate a transition to a low-carbon economy are becoming a centerstage conundrum across the globe, there is an important focus on decarbonizing the… Read more on Cisco Blogs
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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.
LiveVox
APRIL 27, 2023
Members from the LiveVox Black in Tech Community of Interest recently had a chance to sit down with CEO John DiLullo to discuss his views on leadership, career growth, and creating a more diverse and inclusive team. In this exclusive Q&A, John shares the importance of always pushing yourself to grow and expand your boundaries: […] The post LiveVox’s Black In Tech Interview: CEO John DiLullo on Leadership, Career Growth, and Creating an Inclusive Workplace appeared first on LiveVox.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
AWS Machine Learning
APRIL 27, 2023
Recent large language models (LLMs) have enabled tremendous progress in natural language understanding. However, they are prone to generating confident but nonsensical explanations, which poses a significant obstacle to establishing trust with users. In this post, we show how to incorporate human feedback on the incorrect reasoning chains for multi-hop reasoning to improve performance on these tasks.
Global Response
APRIL 27, 2023
Do any of the following scenarios sound familiar? You’re growing faster than you can manage and service levels are starting to decrease as a result. You’re outsourcing already to an onshore partner but need to scale faster (or more affordably). You need specialized help and your in-house team can’t meet all of your needs. Your call center needs are very seasonal, but you need to maintain quality even as you scale up and down throughout the year.
ChurnZero
APRIL 27, 2023
The respective directors of the customer success team and the product team were really going at it. The meeting we were in was supposed to be a forum where the two teams could trade notes and collaborate on the product roadmap. Yet, there wasn’t a whole lot of teamwork going on—participants were simply talking past each other. Customer success would attest something like “If we don’t build this feature for this customer, they won’t renew.
JustCall
APRIL 27, 2023
Streamline communication, optimize sales pipelines, and improve call efficiency with the powerful JustCall x Pipedrive integration. We’re thrilled to announce some new capabilities of the JustCall x Pipedrive integration, a collaboration that brings powerful communication capabilities directly to your Pipedrive dashboard. This integration will redefine your Pipedrive experience, enabling you to optimize your sales funnel and improve call efficiency through a native dialer and a range of im
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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
Call Experts
APRIL 27, 2023
Maximize your potential as a property manager by unlocking more time to focus on expanding your business instead of answering mundane tenant calls – discover the incredible benefits of a property management answering service today! A Property Management Answering Service Supports Efficiency and Customer Satisfaction. If you are in the property management business, you know it can be challenging.
CSM Magazine
APRIL 27, 2023
Customer satisfaction is one of the most important variables for any organization, and measuring it is essential for understanding how your consumers perceive your products, services, and brand. The good news is that there are various metrics and technologies available to help you measure and enhance customer satisfaction. Businesses must utilize metrics and Key Performance Indicators (KPIs) to measure their performance in order to ensure that customer service meets their needs.
Cisco - Contact Center
APRIL 27, 2023
U.S. Commerce Secretary Gina Raimondo today appointed Cisco Chair and CEO Chuck Robbins to the U.S.-EU Trade and Technology Council’s Talent for Growth Task Force.
Working Solutions
APRIL 27, 2023
Once in a while, we come across someone whose passion and innovation knows no bounds. Tamara Schroer is one of those people.
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.
Voiptime
APRIL 27, 2023
After the pandemia in 2020, many companies had to shift from an office-based workforce model to a remote. Even though those bad times have passed, a greater challenge has appeared.
Working Solutions
APRIL 27, 2023
Once in a while, we come across someone whose passion and innovation knows no bounds. Tamara Schroer is one of those people.
Zappix
APRIL 27, 2023
How to influence customers to complete surveys and provide actionable feedback. “Please stay on the line for a brief survey.” While you may not stay on the line, you know that the people who do have valuable information that is critical for understanding your customer’s.
Working Solutions
APRIL 27, 2023
Once in a while, we come across someone whose passion and innovation knows no bounds. Tamara Schroer is one of those people.
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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.
Zappix
APRIL 27, 2023
Zappix, a leading Visual and Digital Self-Service provider, has announced that they have signed with two utility companies based in Europe through two separate partnerships. These clients signify a significant step in Zappix's global.
Beyond Philosophy
APRIL 27, 2023
One of our podcast listeners has a pickle, which, for those unfamiliar with it, is our term for a business problem. Our listener did their research, which gave them projected sales that made them proceed with their product launch. However, the sales after the launch haven’t been what the study predicted. Understandably, they want to know why. So, I figured we would also discuss our thoughts here since some of you had a similar problem.
Enghouse Interactive
APRIL 27, 2023
SmartKarrot
APRIL 27, 2023
Role: VP of Customer Success Location: Buffalo-Niagara Falls Area, United States Organization: The Leadership Agency As a VP of Customer Success, you’ll promote account expansion and implementations. Embrace ambiguity while advancing the process. Help with the customer lifecycle’s design, implementation, and optimisation. Set up a tracking system and operational KPIs so that the CS team can be held responsible for engagement results, customer happiness, and customer growth.
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!
Playvox
APRIL 27, 2023
Contact center trends can directly impact success. But in an industry — and world — evolving at lightning speed, it’s harder than ever to keep up and to know which ones matter most. For the greatest impact and a clear competitive edge, contact center leaders must choose wisely when making business decisions about the trends to prioritize and implement in their organizations — because all change, even positive change, costs time and resources.
SmartKarrot
APRIL 27, 2023
A business needs to keep track of all the critical data and insights to stay ahead of competitors. Note-taking is the perfect way of doing it, but you already know that as the VP or director. However, traditional methods do not work well in today’s scenario. Those methods may result in errors and inaccuracies and can be time-consuming. Businesses can use AI note-taking tools to streamline the process and generate reliable results.
AWS Machine Learning
APRIL 27, 2023
Deep learning (DL) is a fast-evolving field, and practitioners are constantly innovating DL models and inventing ways to speed them up. Custom operators are one of the mechanisms developers use to push the boundaries of DL innovation by extending the functionality of existing machine learning (ML) frameworks such as PyTorch. In general, an operator describes the mathematical function of a layer in a deep learning model.
CSM Magazine
APRIL 27, 2023
Located north of Wolverhampton in the Midlands, UK, the county of Staffordshire is divided into eight districts, of which South Staffordshire is one. South Staffordshire District Council provides a wide range of services for its residents including housing benefits, waste collection, environmental health, homelessness prevention and planning enforcement, to name just a handful.
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
Joe Rawlinson
APRIL 27, 2023
Would you believe it if we told you that business trips didn’t need to be a nightmare? Whether or not you think it’s possible, you can turn your work travel into something that’s not only comfortable and manageable but something you might even look forward to. With just a little forward thinking and planning ahead, you can have stress-free and fun work trips every single time.
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