Expivia

FEBRUARY 25, 2024

Unraveling the Potential of Auto QA: Redefining Contact Center Evaluation Are you ready to uncover the transformative power of Auto QA? In the bustling world of contact centers, where every interaction holds significance, traditional quality assurance methods often miss the mark. But with Auto QA fueled by AI and cutting-edge prompting techniques, we’re witnessing a revolution in real-time evaluation.

Contact Center 52

Contact Center Technology Feedback Analytics 52

Tethr

FEBRUARY 28, 2024

Staying on top of contact center compliance is daunting. Learn how conversation analytics software uses AI to find and reduce sources of compliance risk.

Contact Center 97

Contact Center Analytics 97

Expivia

FEBRUARY 26, 2024

Preparing Your Contact Center for the Future: A Strategic Technology Roadmap Introduction In the rapidly evolving contact center industry, staying ahead means not just selecting the right technologies but also preparing your organization for their integration and use. At Expivia, we emphasize the importance of laying a solid foundation before embarking on the adoption of new tools.

Contact Center 52

Contact Center Technology Chatbots Call Logging 52

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

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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.

SQM Group

FEBRUARY 27, 2024

High agent engagement leads to increased productivity, enhanced employee satisfaction, and notably lower turnover rates.

Gamification 85

Gamification 85

Helpware

FEBRUARY 27, 2024

Call center quality assurance is all about ensuring customer satisfaction. The positive impressions a customer receives after interacting with an agent are vital. The internal quality control department handles conversation monitoring and enhancing your customers' experience.

Best practices 70

Best practices Call Center Customer Experience 70

TCN

FEBRUARY 28, 2024

Call center software is the linchpin in the customer service landscape, facilitating seamless communication and. The post Why Intuitive Design is Crucial for Call Center Software Adoption appeared first on TCN.

call center software 52

call center software Call Center Customer Service 52

Global Response

FEBRUARY 26, 2024

In today’s world, customers expect not only excellent products but also excellent service. Quality customer service matters; just look at the numbers: 83% of customers are more loyal to businesses that respond to and resolve their complaints. And by increasing customer retention by a mere 5%, companies raise their profits between 25% and 95%. Improving your customer service sets your company apart from competitors and improves your bottom line.

Call Center 62

Call Center Customer Service outsourcing CRM 62

Zappix

FEBRUARY 28, 2024

In an era of digital innovation and convenience, industries across the spectrum are witnessing a paradigm shift towards self-service solutions. Healthcare, traditionally known for its intricate webs of paperwork and long wait times, is no exception to this trend. As patients increasingly seek the same level of convenience and efficiency they experience in other sectors, the demand for digital self-service options in healthcare is skyrocketing.

Self service 52

Self service Healthcare Benchmark Wait times 52

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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

Surveys

Callminer

FEBRUARY 25, 2024

Improving CX is a top priority, so it’s not a surprise that there are a plethora of solutions available. Read this blog to learn why CX is important and what to look for when selecting a CX solution.

Customer Experience 265

Customer Experience 265

Beyond Philosophy

MARCH 1, 2024

A hidden impact exists regarding your experience management return on investment (ROI). It is often overlooked because it lurks between a specific moment in a customer process and the behavior resulting from it. However, uncovering and understanding this hidden impact is critical for comprehending its implications on the bottom line. Emily Davidson wanted to know how to determine the value of her Customer Experience initiatives, a challenge many in the field face.

Customer emotions 221

Customer emotions Surveys Customer Experience Management 221

ShepHyken

FEBRUARY 26, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: What is a “big bet” in business? How does the future press release technique communicate the vision of a transformation to employees and stakeholders? What is the chief repeating officer, and how do they contribute to improving customer experience? What causes organizational transformations to fail?

Customer Experience 231

Customer Experience Customer Service 231

Transparent BPO

FEBRUARY 26, 2024

Award continues recognition of Transparent BPO as one of the world’s best outsourcing services providers Transparent BPO, a leading nearshore, and offshore contact center solutions provider is pleased to announce the company’s selection for The 2024 Global Outsourcing 100® by the International Association of Outsourcing Professionals® (IAOP®). The Global Outsourcing 100, now in its eighteenth year, is a prestigious […] The post IAOP Names Transparent BPO a Top 100 Global Outsourcing Provid

outsourcing 118

outsourcing contact center solutions Contact Center Business Process Outsourcing 118

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

AWS Machine Learning

FEBRUARY 29, 2024

Amazon Bedrock provides a broad range of models from Amazon and third-party providers, including Anthropic, AI21, Meta, Cohere, and Stability AI, and covers a wide range of use cases, including text and image generation, embedding, chat, high-level agents with reasoning and orchestration, and more. Knowledge Bases for Amazon Bedrock allows you to build performant and customized Retrieval Augmented Generation (RAG) applications on top of AWS and third-party vector stores using both AWS and third-

APIs 115

APIs Healthcare Scripts Enterprise 115

Beyond Philosophy

FEBRUARY 29, 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: I am excited. My wife and I are going on a cruise to India. It’s a big splurge for us, and we look forward to it. I mention it here, not to rub it in your face (much), but because in the booking of this cruise, I saw an excellent example of how my wife and I leverage mental accounting regarding our splurges.

Accountability 195

Accountability Finance Banking Management 195

ShepHyken

FEBRUARY 27, 2024

Why does a company send out a customer satisfaction survey? Generally, it is to find out if they did a good job or what they can do to make the experience better. In the weekly Super Amazing Show I do with Brittany Hodak, we talked about surveys. The general consensus was that shorter was better. After the show, we heard from John Hughes , who is connected with me on LinkedIn.

Surveys 217

Surveys Feedback Customer Service Customer Experience 217

Cisco - Contact Center

FEBRUARY 27, 2024

Artificial intelligence (AI) has become a common buzzword, especially with the rise of Generative AI (GenAI) tools like ChatGPT, which can create entirely new data and human-like content.

Engineering 104

Engineering 104

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

Feedback

AWS Machine Learning

FEBRUARY 27, 2024

This is a guest post written by Axfood AB. In this post, we share how Axfood, a large Swedish food retailer, improved operations and scalability of their existing artificial intelligence (AI) and machine learning (ML) operations by prototyping in close collaboration with AWS experts and using Amazon SageMaker. Axfood is Sweden’s second largest food retailer, with over 13,000 employees and more than 300 stores.

Best practices 115

Best practices Engineering Scripts Analytics 115

Customer Service Life

FEBRUARY 29, 2024

Image by Mikko Koivuneva from Pixabay Whether it’s called a one-on-one meeting, or a coaching conversation, or a performance check-in, this regular conversation between a supervisor and an employee is essential to an effective and high-performing contact center. In a recent article on Why Contact Center Quality Assurance Matters I stated my case for a robust and consistent quality assurance program.

Contact Center 88

Contact Center Metrics Coaching Feedback 88

ShepHyken

FEBRUARY 25, 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. 4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024.

Customer Service 151

Customer Service Customer advocacy Average Handle Time Customer centricity 151

Cisco - Contact Center

FEBRUARY 29, 2024

It was a strong start to the new year with an incredible week in Amsterdam, where the gloomy weather was a stark contrast to the excitement and energy of the 16,000 people who came together to talk… Read more on Cisco Blogs

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99

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.

Contact Center

AWS Machine Learning

FEBRUARY 26, 2024

Large Language Models (LLMs) have revolutionized the field of natural language processing (NLP), improving tasks such as language translation, text summarization, and sentiment analysis. However, as these models continue to grow in size and complexity, monitoring their performance and behavior has become increasingly challenging. Monitoring the performance and behavior of LLMs is a critical task for ensuring their safety and effectiveness.

Metrics 114

Metrics Big data Analytics Engineering 114

delighted

FEBRUARY 26, 2024

Even if you’re just starting your customer experience (CX) management program, you’ve probably heard of Net Promoter Score (NPS): it’s one of the most popular customer experience metrics to measure customer loyalty and satisfaction. Brands send NPS email surveys after a purchase or interaction to collect customer feedback when the experience (and email) is still fresh in the customer’s mind.

Surveys 98

Surveys Best practices Feedback Personalization 98

Fonolo

FEBRUARY 29, 2024

With the labor shortage, a workforce in transition, and the dynamic (but disruptive) impact of AI, managing a contact center in 2024 can be a real workout. Why not take a break from the heavy lifting for a moment, and check out Fonolo’s annual State of the Contact Center report? This e-book is one of our most anticipated documents of the year, featuring insights from industry experts about the topics that matter most in today’s contact center.

Contact Center 87

Contact Center Call Center Self service Customer Care 87

Cisco - Contact Center

FEBRUARY 28, 2024

Making hot desking secure and accessible on a global scale The first rule of interviewing a CISO at the Australian division of Laing O’Rourke is this: You can’t dig deep into use cases or cli… Read more on Cisco Blogs

Enterprise 98

Enterprise 98

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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.

Self service

AWS Machine Learning

MARCH 1, 2024

At AWS re:Invent 2023, we announced the general availability of Knowledge Bases for Amazon Bedrock. With a knowledge base, you can securely connect foundation models (FMs) in Amazon Bedrock to your company data for fully managed Retrieval Augmented Generation (RAG). In a previous post , we described how Knowledge Bases for Amazon Bedrock manages the end-to-end RAG workflow for you and shared details about some of the recent feature launches.

APIs 111

APIs Finance Chatbots Enterprise 111

C3Centricity

FEBRUARY 27, 2024

Organizations must be agile and adaptable to thrive in today’s rapidly evolving business landscape. This is why atomic change is more effective than quantum disruption. The traditional approach to turbulent times has always been a monumental, top-down transformation. But this is no longer the only path to success and is certainly not the most effective.

Employee engagement 90

Employee engagement Surveys Enterprise Marketing 90

Cyara

FEBRUARY 29, 2024

In the realm of customer service, ensuring absolute truthfulness can be a daunting task, even for human agents. We’re all subject to our moods and biases, which can sometimes lead to unavoidable mistruths. However, when it comes to technology, our expectations soar. We hold bots to a high standard, assuming they operate on a binary system of correctness.

Technology 76

Technology Customer Service Chatbots Customer Experience 76