Calltools

MARCH 20, 2024

Artificial intelligence has revolutionized how contact centers streamline processes and serve customers. While not all contact centers utilize AI, learning how the technology can serve your employees and customers benefits growth. How Conversational AI Works Conversational AI uses several technologies to create human-like interactions. When a customer calls your contact center, automatic speech recognition (ASR) deciphers their spoken words and turns them into information that artificial intelli

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Bill Quiseng

MARCH 20, 2024

A veteran of over 40 years in hospitality leadership, I was, until several years ago, a customer service/customer experience speaker. Unfortunately, I suffered a stroke in April 2021. So, I have slightly slurred speech and a dead right side. Since my stroke, I’ve gone from Mr. “Let’s be GREAT out there!” as GM/Managing Director to Mr. Invisible, sequestered alone with my wife in my San Diego apartment.

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Cisco - Contact Center

MARCH 20, 2024

I am proud to introduce you to our learning event. Cisco U. Spotlight! And it is all happening On April 24, 2024 , at 8:30am Pacific. What’s Cisco U. Spotlight all about? Cisco U.

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Tethr

MARCH 20, 2024

Don’t let manual processes bog your customer service down. Discover how technology helps transform after call work (ACW) in call centers.

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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.

Comm100

MARCH 20, 2024

In an era where public trust in government institutions is understandably sensitive, the need for robust and transparent communication strategies has never been more critical. When done right, digital communication offers governments and agencies the opportunity to build, maintain, and restore trust. Through this medium, they can engage with citizens in real-time, provide 24/7 assistance, and disseminate accurate and accessible information.

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Nuance

MARCH 20, 2024

Discover how social workers can enhance their productivity during Social Work Month using cloud-based speech recognition solutions like Dragon Professional Anywhere. Learn how such tools can streamline documentation tasks, boost accuracy, and reclaim valuable time for more meaningful interactions with clients.

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Concentrix

MARCH 20, 2024

Business Intelligence Group Names Concentrix Conversational Assist (CxQI) and TrainingAI Winners at The AI Excellence Awards

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Certified Languages International

MARCH 20, 2024

As a woman-owned business, we can’t get enough of women’s success stories. We’re especially partial to the stories of women in interpreting. This month, we’re highlighting four interpreters who knocked our socks off. (They’re that inspiring.) Here’s to the women who have made history before us and the ones who are making history now! Related: From Past to Present: Women Interpreters Continue to Lead the Way Grace Bagnato Grace Bagnato was appointed the first official female court interpreter in

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Government Personalization Education 52

CSM Magazine

MARCH 20, 2024

Despite advances in technology, many businesses today still perform manual cash flow analysis using spreadsheets. While spreadsheets have many useful applications, there is a better way to manage and forecast cash flow. In this post, you’ll learn about the drawbacks of using spreadsheets for cash flow analysis, how cash flow software can revolutionize your organization’s cash flow forecasting and what to look for when switching to cash flow software.

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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

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Abby Connect

MARCH 20, 2024

Artificial intelligence is taking the world by storm. Businesses of all sizes are using new AI tools to cut costs, increase efficiency, and grow. AI for small businesses is looking especially promising.

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Cisco - Contact Center

MARCH 20, 2024

Your Managed Services opportunity with Cisco is exploding, with a total addressable market of $161 Billion by 2027. Within that, the SMB segment is growing 1.6 times faster than other segments.

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Calltools

MARCH 20, 2024

Using an Interactive Voice Response (IVR) at your small business can offer many benefits, from enhanced brand recognition to improved customer service. As the first point of contact between a customer and a small business, an IVR system plays a vital role in shaping how a customer perceives your business. Using an automated phone menu system, an IVR helps guide customers through a series of responses to reduce wait times and improve customer resolution rates.

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CSM Magazine

MARCH 20, 2024

With the advent of advanced technology, the marketplace is witnessing the emergence of machine customers: non-human entities that autonomously engage in transactions much like humans do, from purchasing goods to utilizing services. Characteristics of Machine Customers Machine customers are distinguished by their ability to make decisions based on real-time data and adjust their actions over time, rather than simply following a set of preprogrammed instructions.

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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.

Customer Experience

TCN

MARCH 20, 2024

If you’re in the realm of call centers, you know that flexibility is the name. The post Is Your Call Center Software Holding You Back? appeared first on TCN.

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call center software Call Center 52

CSM Magazine

MARCH 20, 2024

In the fast-evolving global business landscape, the strategic move of customer support outsourcing to the Philippines has become a critical path for companies seeking to boost operational efficiency and elevate customer satisfaction. The Southeast Asian nation, renowned for its exceptional customer service ethos, emerges as a prime outsourcing destination.

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Help Scout

MARCH 20, 2024

Discover 8 different ways that customer support teams can make use of capacity that may be freed up when AI tools automate some portion of their work. From professional services to internal tooling!

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Customer Support 45

Nicereply

MARCH 20, 2024

Using the right questions in your surveys is essential if you want to get reliable data and honest opinions from your customers. There is no use for your company in obtaining untrue answers; in fact, it could even be counterproductive. For this reason, you should avoid some common types of questions: double-barreled questions , loaded questions, and, of course, leading questions.

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Surveys Feedback Personalization Customer Service 52

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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.

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