JustCall
JUNE 5, 2024
What defines an exceptional customer experience? It’s not just saying ‘hello’ within the first two rings or replying instantly to text messages from your customers. It’s about delivering a consistent — and exceptional — customer experience across platforms and throughout their journey with your brand. This is why we’re proud to make our biggest announcement yet: JustCall Email.
TechSee
JUNE 5, 2024
From AI-Anxiety to AI-Action: Transforming Customer Experience with Gen AI Katie Mamia “In this evolving landscape, the key to overcoming AI-anxiety lies in demonstrating the tangible benefits of AI in action. When customers experience firsthand how AI can simplify their lives and resolve their issues with ease and empathy, their apprehension transforms into appreciation.” The AI Fear Factor: Battling the Unknown In our rapidly evolving digital age, artificial intelligence (AI) is bo
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Cisco - Contact Center
JUNE 5, 2024
In three months since the Splunk acquisition, Cisco and Splunk have been hard at work with new use cases and integrations. Find out what's being announced at Cisco Live US 2024.
SQM Group
JUNE 5, 2024
Although most companies have multiple contact channels available to their customers, the most frequently used channel is still the phone.
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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.
Interactions
JUNE 5, 2024
How Interactions Has Built a Winning Combination of Humans and Technology In the world of Intelligent Virtual Assistants (IVAs), a 97% intent accuracy rate is remarkable — we won’t shy away from saying it. But what’s as important as touting this metric is explaining how we achieve it for our clients. IVA vs. IVR vs. Interactions First, a quick explainer on where Interactions falls within Interactive Voice Response (IVR) and Intelligent Virtual Assistant (IVA) systems.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Tethr
JUNE 5, 2024
Learn how conversation intelligence solution Tethr and customer service platform Gladly work together to improve the agent and customer experience.
Zappix
JUNE 5, 2024
In recent years, healthcare systems across the globe have been dealing with rising costs and economic pressures. One of the measures many organizations have adopted to mitigate these financial challenges is the reduction of administrative staff. While layoffs can help cut costs, they also pose significant challenges in maintaining operational efficiency.
FluentStream
JUNE 5, 2024
Today, we are excited to announce our strategic partnership with sipVine, a Kansas City-based provider of hosted VoIP phone services. Through this partnership, FluentStream is acquiring sipVine’s voice customers, and together, we will transition them to our comprehensive unified communications-as-a-service. Read More The post Celebrating Our Strategic Partnership with sipVine: Commitment to Customer Success appeared first on FluentStream.
CSM Magazine
JUNE 5, 2024
Business Systems Ltd and Motorway , the UK’s fastest growing used-car marketplace, have been announced as the winners of the Partnership Award at The Forum’s prestigious 2024 Awards. The Forum, which is focused on raising standards in customer operations, hosts the annual awards to showcase successful initiatives in customer operations. It includes recognising innovation and best practice across five categories: Transformation and Innovation, Partnership, Planning, Data Analytics & Insight
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
Cisco - Contact Center
JUNE 5, 2024
At Cisco Live 2024, Outshift by Cisco announces two major milestones — Motific's limited availability and a new collaboration with Mistral AI — that will accelerate the reliable delivery of new Generative AI (genAI) solutions.
CSM Magazine
JUNE 5, 2024
Meaning , the real-time voice harmonization platform, today announced its partnership with Five9 , the intelligent CX platform provider. The collaboration will allow organizations to enrich the customer experience by overcoming language barriers through generative AI. With Meaning capabilities within the Five9 Agent Desktop, voices can be modified in real time to help facilitate seamless conversations between contact center agents and customers.
TCN
JUNE 5, 2024
Contact centers must rely on compliance and regulations to keep customers safe and protected. The Telephone Consumer Protection Act (TCPA) is one of the most significant regulations contact centers must adhere to. Enacted in 1991 and amended multiple times since then, the TCPA regulates telemarketing calls, auto-dialed calls, prerecorded calls, text messages and unsolicited faxes. […] The post Understanding the Impact of TCPA Regulations on Contact Center Operations appeared first on TCN.
CSM Magazine
JUNE 5, 2024
Electrical service provider Citrus Group, is using a BigChange job management system to reduce asset downtime and boost customer service. Working with local authorities, social housing providers and construction companies, Citrus is using the cloud based, 6-in-1 solution to replace previously manual, paper-based planning processes, improve customer and compliance reporting, and have full visibility of its field operation.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
Cisco - Contact Center
JUNE 5, 2024
AI is a prime example of how we are greater together, with partners bridging the gap between Cisco AI technology and unique customer use cases.
CSM Magazine
JUNE 5, 2024
The hospitality industry continuously evolves, with customer expectations rising yearly. Staying informed about current trends can help businesses provide memorable guest experiences. Here are some key customer experience trends shaping the hospitality industry today. Personalised Experiences Personalisation is no longer just a trend; it’s a necessity.
Concentrix
JUNE 5, 2024
Join Concentrix and Adobe June 26th for a virtual happy hour on Adobe Customer Journey Analytics for financial services and insurance.
TeamSupport
JUNE 5, 2024
In the world of customer service, businesses of every scale are constantly on the lookout for that perfect tool. That one solution that not only promises to streamline their customer support, but actually delivers on that promise with grace, agility, and, most importantly, tangible results. Enter TeamSupport. What truly sets TeamSupport apart in a sea of competitive offerings?
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Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro
CCNG
JUNE 5, 2024
I am thrilled that the vast majority of organizations have started to realize that it is important to get feedback from their customers. Unfortunately, the manner in which many companies have executed on this critical area is falling short of what they could be doing. In this article, I would like to discuss some of the common mistakes made in conducting customer surveys and then lay out how a complete customer feedback program should be organized.
AWS Machine Learning
JUNE 5, 2024
This guest post is co-written with Manny Silva, Head of Documentation at Skyflow, Inc. Startups move quickly, and engineering is often prioritized over documentation. Unfortunately, this prioritization leads to release cycles that don’t match, where features release but documentation lags behind. This leads to increased support calls and unhappy customers.
AWS Machine Learning
JUNE 5, 2024
Phishing is the process of attempting to acquire sensitive information such as usernames, passwords and credit card details by masquerading as a trustworthy entity using email, telephone or text messages. There are many types of phishing based on the mode of communication and targeted victims. In an Email phishing attempt, an email is sent as a mode of communication to group of people.
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