JustCall
MARCH 10, 2023
In an ideal contact center, all calls directly reach their destinations, and all agents handle every call perfectly. Customers do not have to wait in queues or be put on hold, and issues get resolved in the very first call. However, the reality can sometimes be quite different. Fortunately, call center call flow is a secret ingredient that can bring you one step closer to this utopia.
ShepHyken
MARCH 10, 2023
This week, we feature an article by Kathleen White, a business manager who helps organizations improve career opportunities and employee engagement. She writes about how companies can adopt a remote workforce and enhance customer service delivery. There’s no doubt that there are challenges to providing remote customer services, but with careful planning, they’re easy to overcome.
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AWS Machine Learning
MARCH 10, 2023
Online fraud has a widespread impact on businesses and requires an effective end-to-end strategy to detect and prevent new account fraud and account takeovers, and stop suspicious payment transactions. Detecting fraud closer to the time of fraud occurrence is key to the success of a fraud detection and prevention system. The system should be able to detect fraud as effectively as possible also alert the end-user as quickly as possible.
kommunicate
MARCH 10, 2023
Last Updated on March 11, 2023 Chatbots have become an integral part of modern businesses, providing efficient and personalized customer support. This includes providing quick answers to customer inquiries, and delivering personalized recommendations based on customer preferences. However, to truly enhance the capabilities of your chatbot and provide a seamless customer experience, it is essential [.
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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
AWS Machine Learning
MARCH 10, 2023
In this two-part series, we demonstrate how to label and train models for 3D object detection tasks. In part 1, we discuss the dataset we’re using, as well as any preprocessing steps, to understand and label data. In part 2, we walk through how to train a model on your dataset and deploy it to production. LiDAR (light detection and ranging) is a method for determining ranges by targeting an object or surface with a laser and measuring the time for the reflected light to return to the receiver.
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
MARCH 10, 2023
Amazon SageMaker Data Wrangler reduces the time it takes to aggregate and prepare data for machine learning (ML) from weeks to minutes in Amazon SageMaker Studio. Data Wrangler enables you to access data from a wide variety of popular sources ( Amazon S3 , Amazon Athena , Amazon Redshift , Amazon EMR and Snowflake) and over 40 other third-party sources.
Quiq
MARCH 10, 2023
You send messages to your friends, family, and coworkers—so why not your customers? Just the idea of call centers evokes the drone of bored customer service agents, long hold times, and endlessly ringing phones. But there’s a better way. Business messaging. Business messaging benefits your customers, your agents, and your business. Keep reading to find out how.
Cisco - Contact Center
MARCH 10, 2023
Imagine that you’ve built a house and invested time, money, and effort into it for a long time.
ChurnZero
MARCH 10, 2023
Are you interested in using AI to make your Customer Success job easier? If so, this article is for you! We’ll walk through how to write prompts to help you better serve your customers, with examples you can add to your CS toolkit. Top tips include how to consider the customer perspective, use consistent language and formatting, and the best structure for efficient, effective results.
Advertiser: ZoomInfo
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
Transparent BPO
MARCH 10, 2023
How One Recent Article Inspired us to Speak Up and Spark Change in the Industry By Heather Sandusky, VP of Training; Marilyn Soares, VP of Client Services; Natalie Dickey, VP of Finance The President of the Global Services Association of Jamaica, Anand Biradar, is of the belief that over the next five to ten years, […] The post <strong>More Women to Take Top Jobs in BPO Sector</strong> appeared first on Transparent BPO.
Cyara
MARCH 10, 2023
Automated Testing Lets You Do More With Less As customer expectations change, companies are rapidly embracing digital customer experience (CX) technology. Momentum has already taken over in the shift toward AI-driven interactions, omnichannel experiences, and cloud-based service, just to name a few trends.
Cisco - Contact Center
MARCH 10, 2023
Secure your seat at Automation Developer Days in Stockholm – May 9-11 We are happy to announce that you can now register for Automation Developer Days !
Concentrix
MARCH 10, 2023
Read about how we help brands develop best-in-class loyalty programs.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Skybridge
MARCH 10, 2023
Customer loyalty isn’t something you build once and count on forever. It is fragile, vulnerable to every encounter your customers have with your brand, especially those that occur at the contact center. As a growing number of organizations have come to recognize, customer expectations of brand interactions have shifted since 2020. Yes, they want a speedy response, accurate information, and ease of resolution.
Concentrix
MARCH 10, 2023
Award recognizes vendors that are advancing the customer engagement, CRM, and teleservices industries one solution at a time.
Horizon CX
MARCH 10, 2023
by HorizonCX Advisory Board member Jerry Seufert and HorizonCX Founder and Principal Karl Sharicz Over the years in many quarters, it has become an article of faith that to do ‘good CX’ a CX leader needs to build a permanent autonomous CX department complete with headcount, structure, budget, and an ongoing, unending mission statement all its own. Many articles, blogs, consulting hours, and attention have been invested with this in mind.
Concentrix
MARCH 10, 2023
Transform data and insights into impactful business outcomes with Analytics On Demand.
Advertiser: ZoomInfo
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
Skybridge
MARCH 10, 2023
Customer loyalty isn’t something you build once and count on forever. It is fragile, vulnerable to every encounter your customers have with your brand, especially those that occur at the contact center. As a growing number of organizations have come to recognize, customer expectations of brand interactions have shifted since 2020. Yes, they want a speedy response, accurate information, and ease of resolution.
Concentrix
MARCH 10, 2023
Read about how we help brands develop best-in-class loyalty programs.
Call Experts
MARCH 10, 2023
How a Tax Season Answering Service Supports CPAs and Customers Tax season can be stressful for CPAs, especially if you don’t have an answering service. As clients flood your offices with questions, concerns, and tax returns, it can be challenging for CPAs to balance everything. To alleviate some of the pressure, investing in an answering service during tax season can be an excellent way for CPAs to manage their workload, maintain their clients’ satisfaction, and increase their revenue.
Working Solutions
MARCH 10, 2023
When it comes to customer experience (CX) strategy, the buzzwords these days are all about being proactive. But what does it really mean? How can you make that shift from reactive contact center operations to a more proactive approach that leads to greater success and performance?
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
5CA
MARCH 10, 2023
The post Why web3 game developers should focus on game development and growth appeared first on 5CA.
CSM Magazine
MARCH 10, 2023
Multi-channel communications solutions provider, Ringover will exhibit at the Recruitment Agency Expo, hosted at the Excel London on 21 and 22 March, 2023. Exhibiting from stand E25, Ringover will demonstrate how its cloud communications system can help recruitment businesses looking to futureproof their call set-up. The most recent statistics from the Office for National Statistics (ONS) estimate job vacancies to be at a record high of 36.2 million, an increase of 541,000 jobs from figures in 2
DMG Consulting
MARCH 10, 2023
5 Applications to Boost Contact Center Performance in a Tough Economy View this article on the publisher’s website. As enterprises tighten budgets due to the troubled economy, contact center leaders are under greater pressure to improve productivity while enhancing the customer experience (CX). Making the situation even more complicated is the increasing scale and complexity of these operating environments; volumes are expanding, as are the channels in which interactions come and go.
Andrew Mcfarland
MARCH 10, 2023
What is an implementation plan? An implementation plan, also known as an actionable roadmap or a strategic plan, is a comprehensive project management tool that outlines the steps, resources, and timeline required to achieve a shared objective. It breaks down big-picture goals into measurable project phases, tasks, and subtasks and assigns them to team members responsible for completing and approving them.
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Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
JustCall
MARCH 10, 2023
Customers generally like to help themselves, if they can. This is why empowering them with the ability to find their own answers is the best way businesses can win over their customers. How do we mean? In this guide, we will look at how you can improve your self service customer service and leverage its holistic benefits (for the customer and the business).
SmartKarrot
MARCH 10, 2023
Role: Senior Customer Success Manager Location: London Area, United Kingdom (Remote) Organization: Zappi As a Senior Customer Success Manager, it will be your primary responsibility to ensure that our clients are getting the most out of our platform. You will work together with customers to help them reach their desired results and to spot and remove any obstacles in their way.
JustCall
MARCH 10, 2023
There is a good reason why unified communications products are so popular today. They allow businesses to gather all their interactions in one place and facilitate the team to work on the same worktable with the same set of data as the source of truth. In short, UCaaS brings operations together and keeps things streamlined. Let’s dive straight into understanding what UCaaS means and which tools are topping the markets today.
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