Wed.Apr 19, 2023

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Support Talks: Voice of Customer Collaboration between Success and Product

Nicereply

The voice of the customer is a critical component of producing products your customers want. Using Voice of Customer (VOC) feedback is critical to an organization’s success. Ultimately, in any of our businesses, we produce products that need consumers. If those consumers are telling us what they want and we don’t act on it, they are more likely to find someone who does.

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THE ADDED VALUE OF TEAM EQUITY IN CONTACT CENTERS

CCNG

Does your contact center jokingly reference certain teams as “Bad News Bears”? I may be dating myself, but this 1976 movie depicts a little league baseball team of rejects and misfits that possess little work ethic and pride. They are a careless and lackluster team with a sarcastic coach who grows frustrated with the responsibility to produce a respectable team.

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Let your employees work from anywhere with a web UI

Eptica

Date: Friday, April 14, 2023 Author: Pauline Ashenden - Demand Generation Manager Let your employees work from anywhere with a web UI Published on: April 14, 2023 Author: Pauline Ashenden - Demand Generation Manager Contact centres increasingly needing to support remote working – increasing the need for web user interfaces (UIs). Our latest blog post explains what a web UI is and the benefits it provides.

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Choosing Between a Predictive Dialer or Preview Dialer

Calltools

Predictive dialers and preview dialers have unique features that can meet your campaign’s needs. Which one should you choose for your next outbound dialing campaign? The answer depends on what you want to achieve. Make the right decision by learning more about the benefits of predictive dialers and preview dialers and which option companies in your industry usually choose.

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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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Automating Observability with AppDynamics Cloud APIs

Cisco - Contact Center

Turn cloud native chaos into business context Considering that more than 90% of organizations leveraging public clouds are moving to a multi cloud strategy, AppDynamics Cloud promises to “turn cloud n… Read more on Cisco Blogs

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Unlocking the Advantages of Remote Agents in Workforce Management: Exploring the benefits from a Workforce Management Perspective

Call Design

As the world becomes increasingly connected, remote working continues to be extremely popular and for contact centres this can offer significant advantages. Here are five reasons why remote agents can be of benefit: 1. Split-Shifts Remote work provides numerous options for scheduling, particularly with split-shifts. Commuting to the office is no longer a concern, making previously impractical schedules more feasible.

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3 Reasons Some Contact Centers are Hesitant to Adopt AI

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 3 Reasons Some Contact Centers are Hesitant to Adopt AI appeared first on Upstream Works.

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#SeeItToBeIt: Inclusivity is an ongoing journey

Cisco - Contact Center

In March we celebrated and recognized Women’s History Month, however it’s important to continue the conversation year long, as inclusivity is an ongoing journey.

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How to create a QR code survey: Gather feedback wherever your customers are

delighted

Online survey distribution methods (think email, link, and website surveys) get great response rates and garner high-quality feedback for two reasons: they’re user-friendly and timed to catch folks while their experience is still fresh. QR code surveys, available with our Link survey distribution method , extend those same benefits to feedback collection during real-world physical interactions.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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Unleash the Power of Nexus Dashboard with the Connector for HashiCorp Terraform

Cisco - Contact Center

HashiCorp Terraform and Nexus Dashboard better together: A turnkey automation platform for IT infrastructure The Cisco Nexus Dashboard serves as the anchor of the Cisco Nexus 9000 portfolio, offering… Read more on Cisco Blogs

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How Sportradar used the Deep Java Library to build production-scale ML platforms for increased performance and efficiency

AWS Machine Learning

This is a guest post co-written with Fred Wu from Sportradar. Sportradar is the world’s leading sports technology company, at the intersection between sports, media, and betting. More than 1,700 sports federations, media outlets, betting operators, and consumer platforms across 120 countries rely on Sportradar knowhow and technology to boost their business.

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Fascinating laser research projects you wish you thought of (Part 6 of 9): Cisco Optics Podcast Ep 40

Cisco - Contact Center

Episode 40 of the Cisco Optics Podcast is now posted! See below for episode notes. Cisco Optics Podcast Episode 40 Fascinating laser research projects you wish you thought of, with Juliet Gopinath.

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Call Volume: Effectively Manage Your Business

VirtualPBX

Managing call volume is a critical aspect of running any business that relies on phone communication. Whether you are a customer service representative, sales professional, or running a call center, you need to be equipped with the right strategies to handle incoming calls efficiently. An effective call volume management strategy can help ensure that your customers are satisfied, your agents are productive, and your business runs efficiently.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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Creating a Balanced Scorecard: What to Consider

COPC

Previously, we discussed the importance of a well-designed scorecard in our blog, Benefits of a Balanced Scorecard for Performance Management. We continue our discussion by examining what qualifies as sound design and what to consider while creating a balanced scorecard. Striking the perfect balance in a scorecard is essential for maximizing its effectiveness as a robust performance management tool.

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Embracing the Fusion of Authenticity, Trust, and Customer Loyalty

Interactions

There is no question that customer trust drives brand loyalty, engagement, exclusivity, and building lasting customer relationships. But how do we gain and nurture customer trust, and what are the consequences of losing it? That’s a question every customer experience (CX) executive spends their day trying to answer. Interactions CMO Peter Mullen recently participated in a panel discussion at the GDS CX Innovation Summit entitled “Embracing the Fusion of Authenticity, Trust, and Cu

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Security Analysts, Start Your Engines!

Cisco - Contact Center

Building a strong cybersecurity system is like crafting a high-performance sports car.

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Shout-out for UCX USA Event - Guest Video Spot

Jon Arnold

If you don’t know, UK-based UC Expo is launching its first US event this September, and I’ll be speaking there. To help build awareness and interest, they’ve produced a webinar series, UCX USA Talks, and I was one of their guests recently. The theme was “how to keep your customers and employees happy in 2023”, and serves as a preview for some of what to expect when this show runs in Austin.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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Zero Trust, Zero Compromises: Secure Your Network with Cisco SD-WAN

Cisco - Contact Center

Imagine arriving at the airport for your next trip, excited to embark on your journey.

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Effective Time Management Techniques for Contact Center Agents

Playvox

Excellent time management is crucial in a contact center. Being able to strategically plan and prioritize tasks not only ensures your customers get the service and support they need in a timely manner, but it also increases agent productivity, decreases overall stress, and improves job satisfaction. Contact center solutions can dramatically change the way your organization operates and functions.

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All Signs Point to SIP

Avoxi

Are the signs pointing to SIP? Get to know the detail behind SIP trunking to increase your connectivity and enhance your legacy PBX.

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Creating a Win-Win-Win for Call Centers, Customers & Your Bottom Line

Working Solutions

Companies are becoming increasingly aware of the power of customer experience, particularly as it pertains to initial interactions with an organization. Typically these interactions occur via the call center, making this a focal point for continued improvement.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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Case Study: Optimizing the Customer Experience With Content Moderation

24-7 InTouch

IntouchCX delivers unparalleled content moderation solutions to innovative brands in the gaming industry. Our operational maturity and expertise in CX makes us the strategic choice for web3 marketplace brands everywhere. A global leader in gaming needed our help streamlining their content moderation process and improving customer interactions on social media and community networking platforms.

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Creating a Win-Win-Win for Call Centers, Customers & Your Bottom Line

Working Solutions

Companies are becoming increasingly aware of the power of customer experience, particularly as it pertains to initial interactions with an organization. Typically these interactions occur via the call center, making this a focal point for continued improvement.

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5 Essential Steps to Improve Credit Card Customer Service

CSM Magazine

Excellent customer service is an integral component of any successful credit card business. It helps create a positive customer experience, increases customer loyalty and fosters repeat customers. Improving credit card customer service can also help businesses attract new customers, as well as increase their revenue. Furthermore, improving credit card customer service can also help businesses reduce costs associated with handling complaints and inquiries from customers.

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Creating a Win-Win-Win for Call Centers, Customers & Your Bottom Line

Working Solutions

Companies are becoming increasingly aware of the power of customer experience, particularly as it pertains to initial interactions with an organization. Typically these interactions occur via the call center, making this a focal point for continued improvement.

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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Top 10 Characteristics Of A Successful Business[That you can replicate]’

JustCall

While each enterprise tries to carve out a unique place in the world, famous businessmen like Warren Buffet, Richard Branson, and Mark Cuban have taught us anything that success has a standard framework. This framework for business success is not unique to a domain but is instead a blueprint which an enterprise’s growth and business success. For instance, delivering excellent customer experience is one of the aspects of this blueprint for success.

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makepositive Named ‘Leader’ in the ISG Provider Lens™ Salesforce Ecosystem Partners Study

CSM Magazine

makepositive, Sabio Group’s specialist Salesforce CRM consultancy, has been named Leader in three out of the six quadrants of the ISG Provider Lens Salesforce Ecosystem Partners Study for the UK. In this study, ISG pre-selected Salesforce ecosystem partners based on eligibility, considering companies with dedicated Salesforce-related headcount permanently based in the UK.

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How TCN’s Cell Phone Scrub Can Ensure Compliance

TCN

The TCPA regulates what is and is not allowed in contact centers. For example, call. The post How TCN’s Cell Phone Scrub Can Ensure Compliance appeared first on TCN.