Sat.Jun 17, 2023 - Fri.Jun 23, 2023

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30 Contact Center Customer Insight Use Cases Your Organization Will Love

MiaRec

As you consider Voice Analytics solutions for your contact center, you want to ensure you use it to its fullest potential. Voice Analytic solutions can analyze your calls for valuable customer insights that can improve agent performances, drive sales and marketing initiatives, and improve customer experiences. How can you be sure you are making the most of your customer insights?

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The art of choosing the on-hold music in your Contact Center: which one and when

Enghouse Interactive

Be creative! Choose on-hold music that will set the rhythm of your customers' experience! These examples are just ideas to inspire you.

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Conversational AI: Everything You Need to Know for Your Contact Center

Balto

Customer expectations have reached new heights, and businesses must adapt to meet their demands. And if you’re still relying on a traditional contact center model with long wait times, scripted interactions, and frustrated customers, your business is destined to lose a lot of customers, and concurrently, money. Conversational Artificial Intelligence (Conversational AI) aims to solve many of the difficulties that the modern contact center faces, such as capacity issues, long waiting times, and un

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Two Ridiculous Customer Service Debacles and What We Can Learn From Them

ShepHyken

In 1996 the U.S. hosted the Summer Olympics. I’ll never forget reading about this story. Wade Miller, a Santa Fe, New Mexico, resident, tried to buy tickets to the volleyball match from the Summer Olympics ticket office in Atlanta. When the agent found out he lived in New Mexico, she refused to sell him a ticket. She claimed she couldn’t sell tickets to anyone outside the United States.

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Reimagine Your Communications With A Unified Platform

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.

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10 Ways To Be More Personable With Your Customers

Abby Connect

Providing quality customer service experience is a vital component to any business that wants to be successful in its industry. According to the 2015 Aspect Customer Service Experience Index, “76% of customers say they view customer service as at the true test of how much a company values them.

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How to be “People Fertilizer” as a Contact Center Leader

Vistio

Watch the full podcast here:  Or click here to just listen to the audio.    Have you ever heard of “People Fertilizer?” While it might sound like something out of the 1973 dystopian thriller “Soylent Green,” we promise there’s no human composting involved. Rather, we’re going to be focusing on how you can help your contact center agents grow into incredible, hard-working leaders.

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How to successfully manage agent vacations in a call center

Injixo

One of the things that has the biggest impact on the morale of your call center agents is the vacation planning process. There are many ways to manage time-off. If you can imagine a method for allotting and scheduling vacation time, it’s probably being done somewhere. We’ll go through the methods a bit later on, but let me start out with why this is so critical.

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Work at Home Infrastructure as a Service

Concentrix

Ensure your remote work environment is stable, secure, and scalable with a work at home solution that will keep both customers and employees satisfied.

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Redefining Agent and Customer Engagement

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 Redefining Agent and Customer Engagement appeared first on Upstream Works.

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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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Learn the power of saying “No!” to ensure you win and succeed

Beyond Philosophy

Our recent guest on the podcast, author Vanessa Patrick , Associate Dean for Research, Professor of Marketing, and researcher in the Consumer Behavior Marketing field, has a new book, “The Power of Saying No: The New Science of How to Say No that Puts You in Charge of Your Life.” The book addresses the area of self-regulation or self-control.

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Seven Ways to Deliver Leading Digital Customer Service

CCNG

When the time comes to seek support, customers reach out to brands across a variety of channels. Whether it’s through a traditional phone call, a live chat or a Facebook message, consumers can engage with you in more ways than ever. And now, digital channels are at the forefront of customer choices. Websites and mobile apps are major drivers of business revenue and brand visibility.

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Customer-Centric Marketing with Mich Hancock

ShepHyken

Top Takeaways: Social media is called “social” for a reason. It’s more than posting branded content. It is about communicating with your customers, getting feedback, responding to comments, and taking action based on what your customers tell you. Respond thoughtfully to every comment, positive or negative. Instead of replying with a generic “thank you” each time someone leaves a comment, respond in a way that makes the customer feel heard as an individual.

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PRINCIPLE THREE: Be Magnificently Boring!

Bill Quiseng

This June, I present each one of the Three Principles to Build Customer Loyalty. In this third week, here is Principle Three: Be Magnificently Boring! You have been happy that your customers leave satisfied. You have sold them a product or service that meets their wants or needs. Or you solved their problem for them. You were happy because, in the end, they were satisfied.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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The power of saying ‘no’! Use this new framework to help you control you life

Beyond Philosophy

You probably don’t say no to people enough, especially if it’s to your boss. Like most of us, you are conditioned to cooperate with others, which means we usually say yes to most requests to avoid conflict. However, learning to say no in the right way, might also avoid conflict while simultaneously giving you back control over your life.

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Key Questions When Migrating Your Contact Center to the Cloud

Cyara

Migrating to the cloud is a key concern for many modern contact centers. And to do so successfully, your organization must undertake stringent planning and thoroughly understand all expectations, obstacles and how you will measure success.

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The Complete Guide to Visual IVR

Fonolo

The contact center industry boasts some of the most intelligent and innovative CX technologies out there. Visual IVR – now known as Fonolo’s Web Call-Backs – was one of the first self-service technologies to have a hugely positive impact on the customer experience. The Ultimate Call-Back Check List If you haven’t yet encountered visual IVR, the first thing to know is that it’s self-service at its best – and quickly becoming an essential tool for businesses that prioritize customer satisfaction a

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VirtualPBX: Transforming Business Communication & Cutting Operating Costs

VirtualPBX

As the summer season approaches, businesses are actively seeking ways to reduce operating costs while maintaining efficient communication systems. One solution that stands out in the realm of cost-saving and streamlined communication is VirtualPBX. This cutting-edge VoIP communication platform not only enhances the way businesses connect but also helps save time and reduce operational expenses.

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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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Cisco ISE Training Now Offers Integrated Labs for Hands-on Digital Learning

Cisco - Contact Center

I remember the good old days, when, if you wanted training, you had to enroll in an instructor-led class, take time away from work, maybe even get on an airplane, and sit in a classroom for days on… Read more on Cisco Blogs

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A Thriving CX In Turbulent Economic Times: 5 Best Practices

TeamSupport

In today's turbulent economy, businesses across the nation are grappling with challenges such as reduced staff, hiring freezes, and budget cuts. In fact, 91% of CEO’s firmly believe we are on an imminent path towards a long lasting recession. Compounding these hurdles is the fact that providing excellent customer support is facing its own set of challenges.

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7 Chatbot APIs To Watch Out For In 2023

kommunicate

Last Updated on June 22, 2023 What is a Chatbot API? A chatbot API is a set of protocols that allow developers to access the functionalities of a chatbot. A chatbot API enables seamless integration into various applications, systems or platforms by standardizing the way you send, receive and extract messages via the chatbot. Chatbot [.] The post 7 Chatbot APIs To Watch Out For In 2023 appeared first on Kommunicate Blog.

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Introducing Totango In-App: cross-functional communications for customer success

Totango

We are thrilled to announce an exciting new product as part of our Composable Customer Success platform: Totango In-App ! Advanced by the acquisition and integration of Lou, a digital adoption tool, Totango In-App will allow enterprise businesses to deliver compelling in-product experiences to their users even as they manage the broader customer journey with the Totango platform.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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Cisco Silicon One Breaks the 51.2 Tbps Barrier

Cisco - Contact Center

In December 2019, we made a bold announcement about how we’d forever change the economics of the internet and drive innovation at speeds like no one had ever seen before.

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Deploy a serverless ML inference endpoint of large language models using FastAPI, AWS Lambda, and AWS CDK

AWS Machine Learning

For data scientists, moving machine learning (ML) models from proof of concept to production often presents a significant challenge. One of the main challenges can be deploying a well-performing, locally trained model to the cloud for inference and use in other applications. It can be cumbersome to manage the process, but with the right tool, you can significantly reduce the required effort.

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Support Talks: Recruiting Top Customer Experience Talent

Nicereply

Recruiting a customer experience talent is always a challenge. Hiring is important for every role at a company. The time and effort to interview, onboard, and train are costly. If a hiring mistake is made, the impact on the team, and company, can mean delays in projects, reduced morale, or at worst a disruptive pivot of a team. Recruiting top Customer Experience talent has added complexities because these hires likely impact customers directly.

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Dynamic Dialing For Maximum Efficiency: Unwrapping The Benefits Of Automatic Call Distribution Software

LiveVox

One of the core features within a contact center is its ACD, or Automatic Call Distribution software. An ACD helps sort and route incoming calls to the right person. When a customer calls a contact center, an IVR (Integrated Voice Response) system will ask them what kind of help they need. A customer can either […] The post Dynamic Dialing For Maximum Efficiency: Unwrapping The Benefits Of Automatic Call Distribution Software appeared first on LiveVox.

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The Rise of the AI Coaching System: Powering the Empathic Enterprise

Contact center leaders understand that frontline agents need in-call guidance to manage complex calls and drive higher levels of employee and customer experience. Real-time agent assist technology is enabling leading contact centers to accomplish these goals.

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Cisco Blocks and Tackles Threats to Protect NFL In 2023

Cisco - Contact Center

Authored by Steve Nowell, Cisco Customer Delivery Security Architect Securing the NFL’s premier events like the Super Bowl LVII in February and more recently their Draft, brings a number of unique c… Read more on Cisco Blogs

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How Light & Wonder built a predictive maintenance solution for gaming machines on AWS

AWS Machine Learning

This post is co-written with Aruna Abeyakoon and Denisse Colin from Light and Wonder (L&W). Headquartered in Las Vegas, Light & Wonder, Inc. is the leading cross-platform global game company that provides gambling products and services. Working with AWS, Light & Wonder recently developed an industry-first secure solution, Light & Wonder Connect (LnW Connect), to stream telemetry and machine health data from roughly half a million electronic gaming machines distributed across its

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How AI Can Streamline Your SEO Strategy

JivoChat

It’s fair to say that AI is everywhere right now, and while many of us are still wary of its increasing capabilities, businesses across a number of industries are discovering how AI can actually help to streamline the way they work. From automating mundane tasks to aiding research, tools such as OpenAI’s ChatGPT can help to boost productivity in the workplace if used effectively.