CCNG
JUNE 12, 2024
Customer calls provide invaluable insights into customer experience, call center processes, service quality, and emerging trends within the industry. However, due to the high call volume, manual analysis of these calls becomes impractical, which prevents revealing such insights. Speech analytics emerges as an effective solution to automate this analysis process.
Upstream Works
JUNE 12, 2024
Check out our blog for two compelling examples of how AI is revolutionizing omnichannel capabilities in enterprise contact centers. The post AI & Omnichannel for Contact Center Success appeared first on Upstream Works.
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VirtualPBX
JUNE 12, 2024
Call centers are the frontline of customer service and support, handling vast amounts of sensitive information daily. This makes them prime targets for various security threats, including data breaches, phishing attacks, and unauthorized access. Cybercriminals often aim to exploit vulnerabilities in call centers to gain access to valuable customer data, which can lead to severe financial and reputational damage.
Calltools
JUNE 12, 2024
Optimizing agent performance and customer satisfaction is a must for your call center, and tracking performance metrics can help you do this. Average Speed of Answer is one measurement that highlights the areas that need improving in your customer journey, making it a valuable tool for both managers and agents. What Is Average Speed of Answer? Average Speed of Answer (ASA) is the average time it takes your contact center agents to answer incoming calls.
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
SQM Group
JUNE 12, 2024
Welcome to the world of call centers, where the customer is always right, except when they're wrong, confused, or speaking in riddles.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
TCN
JUNE 12, 2024
While providing good customer service is essential, true customer engagement goes much deeper. It’s about cultivating an ongoing relationship that transcends business transactions and fosters genuine loyalty. This loyalty, in turn, is the lifeblood of a thriving contact center. But how exactly can contact centers create this kind of relationship with their consumers?
Hodusoft
JUNE 12, 2024
How to Boost E-Commerce Sales with Contact Center Software “What does the sales of an e-commerce company have to do with contact center software ?” If this question comes to your mind, then we would like to start the blog post with a famous real-life incident covered in a recent podcast. The guest, who is a highly skilled and experienced marketer and mentor of several successful content creators, asked the host, “There are hundreds of shoe companies in the world, why is Zappos one of the b
SharpenCX
JUNE 10, 2024
Find out why positive customer experiences are essential and how you can achieve it in your contact center.
Helpware
JUNE 12, 2024
“What is back office support?” you may ask. Just as performers rely on a dedicated crew behind the scenes to ensure a great show, companies depend on their back office teams to drive success. That said, small and midsize enterprises (SMEs) are discovering that outsourcing a crew of these unsung heroes can bring multiple perks to their organizations.
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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.
Beyond Philosophy
JUNE 13, 2024
Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: How you feel in a moment, or your overall mood significantly influences decision-making. Today, we dig into moods and motivational biases that influence experience outcomes. More than one thing happens in a customer experience , from individual heuristics (i.e., shortcuts in our thinking) to biases or other psychological concepts.
ShepHyken
JUNE 9, 2024
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Customer Loyalty Stats in 2023: Loyal Customers Spend More! by Jeff Beckman (The Tech Report) Consumers do not usually just focus on the function and appearance of a product when purchasing products.
AWS Machine Learning
JUNE 12, 2024
Amazon Q is a new generative artificial intelligence (AI)-powered assistant designed for work that can be tailored to your business. Amazon Q can help you get fast, relevant answers to pressing questions, solve problems, generate content, and take actions using the data and expertise found in your company’s information repositories and enterprise systems.
Toister Performance Solutions
JUNE 13, 2024
I love the movie, Office Space. It's a comedy set in a soul-sucking office. There's a famous scene where an employee named Peter is scolded for not putting the new cover sheet on his TPS report. It’s hilariously awkward. It also highlights a problem with expectation setting. Bill, Peter’s boss, relied on a memo to set the new cover sheet expectation.
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!
Beyond Philosophy
JUNE 14, 2024
Surge pricing, a form of dynamic pricing, involves raising prices during spikes in demand to balance supply and demand. It is a rational economic solution to manage demand effectively, but it can generate negative emotions among consumers who feel they’re being unfairly charged. Surge pricing is a specific flavor of dynamic pricing or, depending on your perspective, price discrimination.
Cisco - Contact Center
JUNE 11, 2024
Securing industrial networks is top of mind. Cisco’s comprehensive OT security solution and unified IT/OT security platform is a Leader according to Forrester. Learn what makes Cisco stand apart in this market.
AWS Machine Learning
JUNE 12, 2024
In today’s data-driven business landscape, the ability to efficiently extract and process information from a wide range of documents is crucial for informed decision-making and maintaining a competitive edge. However, traditional document processing workflows often involve complex and time-consuming manual tasks, hindering productivity and scalability.
C3Centricity
JUNE 11, 2024
A customer-centric mission statement is a fundamental component for driving success in any organisation wanting to grow more profitably. It provides a clear direction and purpose, uniting the team towards shared objectives and fostering a sense of belonging. By guiding decision-making processes, it ensures that all actions align with the organization’s dedication to customer satisfaction, thereby setting expectations for employees and customers.
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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.
Tethr
JUNE 12, 2024
See how CX leaders can improve the omnichannel customer experience by tapping into customer insights and sharing them with the right stakeholders.
Cisco - Contact Center
JUNE 13, 2024
Cisco engineers often face the challenge of setting up a Security Operations Center in two days at global events. Aditya Sankar explains the process with our “SOC in a Box” in this blog.
Concentrix
JUNE 13, 2024
Unlock the full potential of your pharmaceutical marketing efforts and embark on a journey toward greater success and impact in the industry.
Help Scout
JUNE 14, 2024
While you’re the only one who can decide if Help Scout is the right tool for you, here’s the advice our support team would give someone trying to make that decision for their business.
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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.
ChaseData
JUNE 14, 2024
Trending news and helpful information from the DialedIn Call Center Software team.
Cisco - Contact Center
JUNE 13, 2024
According to AppOmni’s 2023 State of SaaS Security report, 79% of organizations reported a SaaS security incident during the preceding 12-month period. As enterprises incrementally store and process more sensitive data in SaaS applications, it is no surprise that the security of these applications has come into greater focus.
Provide Support
JUNE 10, 2024
Meticulously crafted canned responses open the door to effectiveness and efficiency in your customer service operations. Find out how to use them.
Concentrix
JUNE 13, 2024
What is total experience? Unlock the power of total experience with our expert insights and actionable strategies for enterprise success.
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.
Vistio
JUNE 14, 2024
While integrating new technological tools in customer service often sounds beneficial, it’s crucial to focus not just on adding more technology but on adding the right technology. The distinction between these two approaches can significantly affect both the efficiency of your contact center and the satisfaction of your agents and customers. At times, contact centers fall into the trap of accumulating excessive tech tools, aiming to cover all bases.
Cisco - Contact Center
JUNE 12, 2024
Whether enabling the season’s biggest tournaments with top-tier technology or supporting the sport’s biggest stars like Nelly Korda, 2024 has seen Cisco continue to tee up opportunity across golf.
CSM Magazine
JUNE 13, 2024
The role of an IT help desk extends far beyond troubleshooting technical issues. It serves as the backbone of organizational efficiency and employee satisfaction. Yet the ultimate litmus test for an IT help desk’s effectiveness is its ability to cultivate internal customer loyalty. But how exactly can an IT help desk achieve this? Let’s delve into actionable strategies that can transform your IT help desk from a reactive support function to a proactive driver of employee loyalty.
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