Fri.Sep 08, 2023

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Don’t Guess at Staffing: Proven Methods for Your Contact Center

Brad Cleveland Blog

How many people do you need to handle the customer workload on a Monday morning at 10:00 am? How about a Thursday afternoon at 2:00 pm? In this video from my LinkedIn Learning course “Managing a Customer Contact Center,” I … Continue reading → The post <strong>Don’t Guess at Staffing: Proven Methods for Your Contact Center</strong> appeared first on Brad Cleveland.

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CallMiner Product Innovation Series: September 2023

Callminer

Bruce McMahon, VP of Product Management, shares updates from the 2023.09 release including enhancements to bulk export API capabilities, giving customers even more control over their data.

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What Does It Mean to Be Enterprise Ready for Today’s CX?

Upstream Works

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 What Does It Mean to Be Enterprise Ready for Today’s CX? appeared first on Upstream Works.

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Implement smart document search index with Amazon Textract and Amazon OpenSearch

AWS Machine Learning

For modern companies that deal with enormous volumes of documents such as contracts, invoices, resumes, and reports, efficiently processing and retrieving pertinent data is critical to maintaining a competitive edge. However, traditional methods of storing and searching for documents can be time-consuming and often result in a large effort to find a specific document, especially when they include handwriting.

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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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VoIP Phone Security: Best Practices for Protecting Customer Data

VirtualPBX

In today’s digital age, businesses are more reliant than ever on technology to streamline operations and communicate with customers. Voice over Internet Protocol (VoIP) communication has become a cornerstone of modern business operations, offering cost-effective and flexible solutions. However, this convenience comes with a significant responsibility: safeguarding sensitive customer data.

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The New Normal is Here with Secure Firewall 4200 Series and Threat Defense 7.4

Cisco - Contact Center

What Time Is It? It’s been a minute since my last update on our network security strategy , but we have been busy building some awesome capabilities to enable true new-normal firewalling.

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The Power of Personalization: Unleashing Customer Data Analytics for Tailored Experiences

C3Centricity

Introduction: [Capture the reader’s attention by highlighting the importance of personalization in delivering exceptional customer experiences. Explain how organizations that leverage customer […] The post The Power of Personalization: Unleashing Customer Data Analytics for Tailored Experiences first appeared on c3centricity.

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Prepare for Managed Services Growth

Cisco - Contact Center

Capturing your share of the massive Managed Services Provider (MSP) market means making the most of every opportunity.

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Interactions IVA: taking the dread out of contacting customer service

Interactions

Getting stuck in a loop or being misunderstood by an automated customer care system brings out the worst in humanity. If recordings were published, your grandmother would surely blush! Thankfully, customer service tools have advanced in recent years, and AI is accelerating the change. Brands committed to creating exceptional customer experiences have turned to conversational AI solutions like Interactions Intelligent Virtual Assistant (IVA).

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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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Achieving PCI Compliance with Cloud Transformation

Concentrix

Learn how Transurban achieved PCI compliance with an expedited cloud transformation to an Amazon Web Services (AWS) Connect contact center.

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Silencing the Noise: Unveiling the Impact on Contact Centre Agents and Brands

CSM Magazine

Tom Darnell, COO at IRIS Audio Technologies examines the impact of background noise and how the latest technology can help improve agents’ wellbeing. At some point on a consumer journey, almost everyone has experienced background noise so unbearable you’ve had to repeat yourself – and your private information – over and over again. Not only is this a frustrating waste of time for you (the customer), it can also heavily affect a brand’s reputation.

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Navigating the Startup Seas: Crafting a CX Strategy for Success

Win the Customer

In the dynamic world of startups, where every decision can make or break a company’s future, customer experience (CX) stands out as a critical factor for success. It’s not just about having a great product or service; it’s about how you make your customers feel when they interact with your brand. In this blog post, we’ll explore why CX matters for startups and provide actionable strategies to craft a CX strategy that can lead to success.

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KAMCon 2023: Building a Key Account Management Success Strategy

Kapta Customer Success

Improving your key account management practice and successfully navigating change is hard. Learn how to create a Success Strategy and improve your productivity.

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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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Our HIPAA-Compliant Answering Service: Your Healthcare Ally

Call Experts

In the healthcare industry, a HIPAA-compliant answering service is your ultimate healthcare ally. Today, HIPAA has become a cornerstone in safeguarding patient data across all practice areas. For call centers specifically serving the healthcare industry, compliance with HIPAA regulations isn’t just a legal requirement but a crucial aspect of providing top-notch customer service.

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Case Study: Driving Scalability and Performance During Holiday Ramp

24-7 InTouch

IntouchCX supports brands across the globe by providing exceptional workforce management solutions. By leveraging innovative technology, we optimize agent schedules and productivity through forecasting and real-time management to drive performance. With extremely high contact volumes around the holiday season, a multinational athletic apparel retailer needed our support for their holiday ramp.

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Introducing our New Pricing Plans: Advanced AI Meets Voice and SMS

JustCall

We’re turning the page to an exciting new chapter in customer communications! Last month, we rolled out new feature packages and pricing plans with a vision to help our customers work more efficiently and get the maximum value out of their tech investments. As a part of the launch, we also introduced several new advanced AI capabilities. AI has been taking the world by storm and for all the right reasons.

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Sabio Group Strengthens Leadership with the Launch of CX Cloud from Genesys and Salesforce

CSM Magazine

Hugely exciting news concerning the closer integration between Genesys and Salesforce; a move that automatically strengthens Sabio’s position as Europe’s leading Digital Experience Transformation Services partner. The CCaaS and CRM leaders unveiled their new Customer Experience and Relationship Management solution – CX Cloud – with the exciting new offering aimed at helping businesses drive more value from data and AI through Genesys Cloud and Salesforce Service Cloud.

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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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Don’t Guess at Staffing: Proven Methods for Your Contact Center

Brad Cleveland Blog

How many people do you need to handle the customer workload on a Monday morning at 10:00 am? How about a Thursday afternoon at 2:00 pm? In this video from my LinkedIn Learning course “Managing a Customer Contact Center,” I … Continue reading → The post <strong>Don’t Guess at Staffing: Proven Methods for Your Contact Center</strong> appeared first on Brad Cleveland.

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Next-Level Customer Engagement: Advanced Tactics for E-Commerce Loyalty and Retention

CSM Magazine

E-commerce has revolutionized the way we shop, bringing unparalleled convenience and choice. But as the industry matures, so does the challenge of keeping customers loyal and engaged. As of 2022, global e-commerce sales surpassed $5.7 trillion, underlining the sector’s explosive growth. Yet, this boom also means that online stores face stiff competition in attracting and retaining customers.

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Semantic image search for articles using Amazon Rekognition, Amazon SageMaker foundation models, and Amazon OpenSearch Service

AWS Machine Learning

Digital publishers are continuously looking for ways to streamline and automate their media workflows in order to generate and publish new content as rapidly as they can. Publishers can have repositories containing millions of images and in order to save money, they need to be able to reuse these images across articles. Finding the image that best matches an article in repositories of this scale can be a time-consuming, repetitive, manual task that can be automated.

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Improving asset health and grid resilience using machine learning

AWS Machine Learning

This post is co-written with Travis Bronson, and Brian L Wilkerson from Duke Energy Machine learning (ML) is transforming every industry, process, and business, but the path to success is not always straightforward. In this blog post, we demonstrate how Duke Energy , a Fortune 150 company headquartered in Charlotte, NC., collaborated with the AWS Machine Learning Solutions Lab (MLSL) to use computer vision to automate the inspection of wooden utility poles and help prevent power outages, propert

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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!