Tethr

MAY 22, 2024

Learn how you can use Tethr’s sentiment analysis for contact centers to tap into customer conversation insights that drive CX improvements.

Contact Center 101

Contact Center 101

Injixo

MAY 23, 2024

In today's fast-paced work environment, it seems like every office worker's calendar is packed with appointments. Coordination is crucial, and as the world around us becomes increasingly complex, it requires even more attention. This holds true for customer service as well. Team meetings, one-on-one discussions, and training sessions all need to be integrated into an already hectic daily routine.

Call Center 52

Call Center Customer Service Management 52

NobelBiz

MAY 21, 2024

While the role of call centers is crucial in customer service, companies often choose between inbound and outbound call centers. Each of these call centers come with unique functionalities, benefits, and challenges. This article explores the definitions, success KPIs, benefits, and considerations for both inbound and outbound call centers, helping you determine the best approach for your business needs.

Call Center 52

Call Center Scripts Average Handle Time Contact Center 52

Amplifai Coaching Category

MAY 22, 2024

Overwhelmed by call center analytics? Discover practical solutions to common challenges. Learn how to effectively analyze data, leverage AI, and implement targeted strategies to improve agent performance, customer satisfaction, and operational efficiency.

Call Center 52

Call Center Analytics 52

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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.

Contact Center

TCN

MAY 22, 2024

In today’s digital landscape, contact centers are on the front line for addressing customer queries, The post How to Use Analytics to Maximize Your Contact Center Performance appeared first on TCN.

Contact Center 52

Contact Center Analytics 52

CSM Magazine

MAY 23, 2024

Navigating the labyrinth of customer support demands precision – like a captain steering through foggy waters with only the stars for guidance. A robust dashboard is your North Star, keeping your efforts aligned and efficient. It’s not a mere luxury; it’s an essential gear in today’s relentless customer service seas. Consider this: What makes a dashboard not just adequate, but outstanding?

Customer Support 59

Customer Support Analytics CRM Customer Service 59

Helpware

MAY 21, 2024

In the ever-evolving landscape of customer service, the true competitive advantage lies in embracing the synergy between cutting-edge technologies and the irreplaceable human touch. Businesses that successfully navigate this balance not only drive digital transformation but also cultivate deeper, more meaningful connections with their customers. This is the impact of digitizing customer experience.

Best practices 66

Best practices Customer Experience Technology Customer Service 66

TeamSupport

MAY 23, 2024

In the digital age, where instant gratification is the norm, immediate responses to customer inquiries can make or break a brand's reputation. This rings especially true for software companies. Jackrabbit Technologies , an online class management software provider catering to children's activity centers, learned this firsthand. Before their partnership with TeamSupport began in 2011 , Jackrabbit relied solely on emails to handle customer support.

Customer Support 52

Customer Support Education Enterprise Technology 52

Beyond Philosophy

MAY 24, 2024

A Master Class Part 3: Unlocking the Psychology of Customer Experience In the third episode of our Master Class series on the Psychology of Customer Experience, we delve into how other people influence our behavior. Understanding these theoretical dynamics is practical, empowering you to design effective Customer Experiences. Robert Cialdini’s research on influence is a cornerstone of understanding social dynamics and persuasion techniques.

Sales 222

Sales Customer Experience Marketing 222

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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.

Customer Experience

ShepHyken

MAY 19, 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. 99% of Consumers Rely on Online Reviews Before Making Purchases by Jon McDonald (CardRates) Reviews offer insight that an online description can’t and provide feedback from customers who have used or previously purchased the product of interest.

Customer Service 194

Customer Service Government Banking Customer centricity 194

Cisco - Contact Center

MAY 22, 2024

The new 2024 Global Networking Trends Report is a compelling look at networking readiness among global IT organizations. We heard from 2,050 IT professionals in 13 countries about their investment strategies and the advanced architectures and capabilities they believe will prove transformational within the next two years.

Engineering 111

Engineering 111

AWS Machine Learning

MAY 21, 2024

Retrieval Augmented Generation (RAG) models have emerged as a promising approach to enhance the capabilities of language models by incorporating external knowledge from large text corpora. However, despite their impressive performance in various natural language processing tasks, RAG models still face several limitations that need to be addressed. Naive RAG models face limitations such as missing content, reasoning mismatch, and challenges in handling multimodal data.

Engineering 109

Engineering Consulting Consulting Finance 109

TeamSupport

MAY 21, 2024

The Future of TeamSupport AI is Here. TeamSupport is thrilled to announce its latest suite of AI-powered tools, built to increase agent efficiency and help your team take customer support to the next level. TeamSupport’s AI Assist incorporates the latest conversational AI technology, acting as a seasoned copilot to help agents close tickets faster, bringing faster, more satisfying resolutions to customers with less tedious manual work for agents.

Customer Support 98

Customer Support Technology Customer Service 98

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!

Customer Experience

delighted

MAY 20, 2024

When it comes to getting high survey response rates , nothing beats out a survey that meets your users right where they are, on your website or in your app. However, web surveys can be notoriously finicky to implement well, often requiring multiple rounds with designers and developers to get a survey that looks native and triggers seamlessly. Our new Web Widget for Surveys makes it unbelievably easy to set up a native pop-up survey.

Surveys 89

Surveys SaaS Feedback Engineering 89

Cisco - Contact Center

MAY 23, 2024

We’re excited to bring together forward-thinkers from retail, financial services, hospitality, and sports, media, and entertainment from June 2-6 in Las Vegas. Engage with visionaries, discover innovative solutions and gain insights that will drive your industry forward. Elevate your vision and Go Beyond!

Entertainment 101

Entertainment 101

A Better Answer

MAY 21, 2024

Choosing between a virtual receptionist service and employing in-house staff is a pivotal decision that impacts a business's operational costs, efficiency, and ability to scale. This comparison illuminates the financial nuances of each option, breaking down the components such as initial setup costs, ongoing expenses, and the potential for scalability.

Customer Service 83

Customer Service Answering services 83

Help Scout

MAY 20, 2024

Two very different approaches to the application of technology in pursuit of a particular goal, the outer edges of the responses that individuals and companies have to every new technology. Between Bjorn Borg and The Borg.

Technology 62

Technology 62

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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.

Concentrix

MAY 22, 2024

June 20, 2024 | 3:30PM – 9:00PM CET Join the European Trust & Safety Community! As Trust and Safety is becoming a major concern for digital players all over the world, sharing experience and best practices with actors faced with common challenges is key to developing the industry on a regional level.

Best practices 59

Best practices 59

Cisco - Contact Center

MAY 24, 2024

Meraki APIs allow businesses to automate repetitive and time-consuming tasks, and configure and deploy networks quickly at a scale. Developrs can leverage API operations to retrieve performance metrics, monitor network health, analyze traffic data and create custom reports to gain insights into the network usage.

APIs 98

APIs Metrics 98

MiaRec

MAY 22, 2024

Are you looking to automate your quality management by automatically scoring all of your calls and streamlining your QA processes? Then you probably came across both Level.ai and MiaRec and wondered how both solutions compare. Here at MiaRec, we have helped hundreds of organizations worldwide improve contact center efficiency and customer experiences.

Quality management 60

Quality management Contact Center Marketing Management 60

Working Solutions

MAY 24, 2024

In the dynamic and ever-growing pet industry, understanding spending habits and the pivotal role of exceptional customer service is essential for success. Annual spending on pets in the U.S. reached a staggering $147 billion in 2023, with both dog and cat owners investing an average of around $1500 per year.

Customer Service 52

Customer Service outsourcing Call Center Customer Experience 52

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

Concentrix

MAY 20, 2024

Discover how automation, innovation, and human-centric solutions reduce costs, enhance loyalty, and accelerate time-to-market.

Customer Experience 62

Customer Experience Marketing 62

Cisco - Contact Center

MAY 23, 2024

Explore the Cisco Cloud Protection Suite, tailor-made for MSPs to combat expanding cloud vulnerabilities. Enhance your SOC with solutions for vulnerability management, attack surface mapping, workload security, and multicloud defense.

Management 98

Management 98

Enghouse Interactive

MAY 22, 2024

Looking for alternatives to 8x8? Explore our comprehensive comparison of the best CCaaS options available, including Enghouse Interactive, Dialpad, Nextiva, RingCentral, Vonage, Zoom Contact Center, and GoTo Connect. Find the perfect fit for your business needs with detailed analyses of features, pricing, pros and cons, and more.

Enterprise 52

Enterprise Contact Center 52

MiaRec

MAY 23, 2024

If you are looking to purchase software to accelerate and streamline your quality management process, you have probably come across ScoreBuddy and MiaRec in your research and wondered how they compare to each other. At MiaRec, we believe in honestly and transparently comparing our solution to others in the market. Our goal is to provide you with all the information you need to make the right choice, even if that means choosing a different solution.

Quality management 52

Quality management Contact Center Marketing Management 52

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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

Customer Experience

Working Solutions

MAY 23, 2024

Customer expectations are ever-evolving but the craving for exceptional service never goes away. Among the countless companies striving to leave a positive lasting impression, one name stands out: Chewy. Renowned for its unwavering commitment to customer satisfaction, Chewy has redefined what it means to deliver outstanding CX to pet lovers worldwide.

Customer Experience 52

Customer Experience 52

Cisco - Contact Center

MAY 20, 2024

Automation is a significant driving force behind speed and an enhanced user experience. Ultimately, what matters to users is the experience they have with the systems and applications being used. By removing manual bottlenecks, systems can operate at their optimal capacity, delivering the desired outcomes efficiently.

98

98

Nicereply

MAY 23, 2024

Project managers are responsible for ensuring project success through effective collaboration, communication, and management. As simple as that sounds, these hardworking professionals face various obstacles on a personal and professional level. Without the necessary skills, these challenges can get in the way of successful project completion. Whether working on critical projects, adopting new strategies, or leading a team, harnessing these 21 skills is a sure way to navigate challenges.

Management 52

Management Education Quality management Finance 52