TechSee

JULY 24, 2023

No More Hold Music If your world is the call center and customer service, every second counts. TechSee’s Visual Journeys integrates easily with your IVR platform to enable businesses to offer visually guided prompts, personalized forms, and surveys during hold periods.

Interactive Voice Response 109

Interactive Voice Response Call Center First call resolution CRM 109

AWS Machine Learning

APRIL 16, 2024

Because their data and model weights are incredibly valuable, customers require them to stay protected, secure, and private, whether that’s from their own administrator’s accounts, their customers, vulnerabilities in software running in their own environments, or even their cloud service provider from having access.

Engineering 115

Engineering Personalization Accountability Customer Experience 115

TechSee

JUNE 29, 2023

AI is rapidly becoming a critical tool in customer service. Getting there will require a broader perspective on service. Getting there will require a broader perspective on service. Similarly, AI easily scales up and down to meet changing demands, eliminating long wait times and poor CX during mass service events or seasons.

Chatbots 202

Chatbots Customer Service Wait times APIs 202

TechSee

AUGUST 17, 2023

8 Ways to Optimize Remote Technician Downtime A remote video platform can significantly enhance the effectiveness of field service technicians by providing them with valuable tools, information, and support. This assists technicians in identifying components, understanding complex systems, and following procedures more accurately.

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TechSee

FEBRUARY 19, 2024

Increased Customer Convenience Customers appreciate swift and round-the-clock service. Whereas chatbots promised to eliminate long wait times on the phone and 24/7 service, customers were often left frustrated. Less Stress for Customer Service Agents Automation eases the load on human agents by sorting and prioritizing requests.

Virtual Agent 124

Virtual Agent Chatbots Enterprise Wait times 124

VirtualPBX

SEPTEMBER 14, 2023

Guest Blog from Sphinx Solution Nowadays, a solid communication system is the key to any business success. Whether you have a startup or an enterprise-grade business, cost-effective & efficient communication systems help you achieve long-term success. Scalability: Scalability is another significant advantage of VoIP systems.

voip 105

voip CRM Consulting Consulting 105

24-7 InTouch

APRIL 26, 2024

But businesses must navigate the delicate balance between leveraging AI for competitive advantage and ensuring safety and ethical integrity. The Catalysts of Successful AI Adoption Successful AI adoption is driven by a blend of strategic foresight, cultural readiness, and technological integration.

Government 52

Government Customer centricity Technology Management 52

TechSee

APRIL 9, 2024

In the world of customer service and technical support, a significant challenge often goes unaddressed: the visual gap. This gap represents the disconnect between customers and service agents, where words fail to convey the full picture of an issue or solution. Enter visual assistance, a game-changer for both customers and providers.

Technical Support 124

Technical Support Metrics Technology Customer Service 124

3CLogic

APRIL 10, 2024

A digital-first approach lies at the core of every contact center’s transformation strategy, yet solely relying on digital channels risks damaging your customer service. In this article, we’ll explore how to streamline service management by adopting an omnichannel engagement workspace. What is Computer Telephony Integration (CTI)?

Management 64

Management Call Logging CRM Call flow 64

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. Organizations achieve this by integrating technology, refining processes, and deploying innovative human resources strategies.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

ConvergeOne

DECEMBER 12, 2023

Everyone is chiming in about telematics, automated cars, Insuretech, “insurance as a service” platforms, you name it. So, what do you do if you’re a CIO or IT Director tasked with adapting your legacy tools and systems to sync with the latest digital trends? How do you plan and assess for integration?

APIs 87

APIs Enterprise Surveys Technology 87

VirtualPBX

OCTOBER 11, 2023

Where businesses once relied on landline systems with high costs and limited features, they can now access a scalable solution that integrates with other digital tools. And this enables great customer service and collaboration among teams. But, though the positives may be clear in theory, what is the concrete impact on business?

voip 104

voip Accountability Customer retention Technology 104

TeamSupport

APRIL 17, 2024

It's not just about solving customer issues but creating a seamless, responsive, and personalized service experience that can significantly impact your brand's reputation and your bottom line. Comprehensive Ticketing System A sophisticated ticketing system lies at the heart of effective customer support software.

Customer Support 52

Customer Support Analytics Upselling CRM 52

AWS Machine Learning

MARCH 11, 2024

In this post, we show you how VistaPrint uses a combination of Amazon Personalize , Twilio Segment , and auxiliary AWS services and partner solutions to better understand their customers’ needs and provide personalized product recommendations. VistaPrint created a personalization service that sits in front of Amazon Personalize.

Personalization 91

Personalization Engineering APIs Advertising 91

CSM Magazine

APRIL 18, 2024

DSSL Group, the security systems company, has rolled-out a new field service management system from BigChange. The cloud-based system incorporates vehicle tracking, mobile workforce app, intelligent job scheduling and an online customer booking portal. “However, we also knew this was long winded. .

Management 52

Management Engineering CRM Finance 52

AWS Machine Learning

DECEMBER 19, 2023

Artificial intelligence (AI) and machine learning (ML) are becoming an integral part of systems and processes, enabling decisions in real time, thereby driving top and bottom-line improvements across organizations. Machine learning operations (MLOps) applies DevOps principles to ML systems. It’s much more than just automation.

Analytics 101

Analytics Engineering Government Best practices 101

CSM Magazine

APRIL 26, 2024

Thousands of businesses around the world are adopting the system and supercharging their sales, marketing, and customer service. The problem is that the system is incredibly complex underneath the skin, so it’s not always easy to get it up and running. HubSpot is one of the top CRM platforms currently available on the market.

CRM 52

CRM Sales Best practices Marketing 52

CSM Magazine

MARCH 28, 2024

Caterers, fast food, and food trucks often do better than full-service restaurants, while cafes typically have the best margins. This program may go further and help with scheduling, inventory management, supply change management, and customer service. What are some standard software services a restaurant owner should look for?

Sales 52

Sales Accountability Management Customer Service 52

Call Design

NOVEMBER 4, 2021

Most systems now have a web application and APIs that will allow some, if not all, required data to be collected and aggregated via a webservice. WFM systems are no different but accessing this data can vary from team to team. Direct database access usually requires users or services to have direct, set access to the database.

industry standards 148

industry standards APIs SaaS Accountability 148

VirtualPBX

MARCH 7, 2024

In the era of rapidly advancing communication technologies, it’s crucial to understand the foundations upon which our modern systems are built. The Public Switched Telephone Network (PSTN) refers to the traditional landline telephone system that connects households and businesses worldwide. What is PSTN? How does it work?

voip 59

voip Telecommunications Wireless CRM 59

SmartAction

FEBRUARY 7, 2024

This specific application of AI technology stands to redefine customer service experiences in auto dealerships. This oversight is more than a missed technological opportunity; it’s a gap in providing comprehensive customer service and operational efficiency.

Wait times 75

Wait times Technology Customer Service Personalization 75

AWS Machine Learning

NOVEMBER 22, 2023

This custom lens integrates best practices and guidance to effectively navigate and overcome common challenges in the management of IDP workloads. It involves organizing teams effectively, designing IDP systems to handle workloads efficiently, operating these systems at scale, and continuously evolving them to meet customer needs.

Best practices 82

Best practices Metrics Feedback Enterprise 82

C3Centricity

DECEMBER 5, 2023

Artificial Intelligence (AI) has become an integral part of our daily lives and has revolutionized how we interact with technology and businesses. Although AI-driven interactions have made significant progress, it is time to take them to the next level by integrating authentic interactions with AI to deliver exceptional customer experiences.

Chatbots 90

Chatbots Technology Customer Service Customer Experience 90

AWS Machine Learning

APRIL 22, 2024

To solve this pain point, we can use Lightweight Directory Access Protocol (LDAP) and LDAP over TLS/SSL (LDAPS) to integrate with a directory service such as AWS Directory Service for Microsoft Active Directory. With the directory service, you can centrally maintain users and groups, and their permissions.

Scripts 84

Scripts Engineering Management Benchmark 84

CSM Magazine

APRIL 18, 2024

CPaaS stands for Communications Platform as a Service. Businesses can customize the service to fit their unique needs and adjust usage on the fly—all without the heavy lifting of developing and maintaining the technology themselves. Interactive Voice Response (IVR): Create automated voice response systems.

Interactive Voice Response 52

Interactive Voice Response Healthcare Chatbots Consulting 52

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. Below are specific components that facilitate service to this new type of clientele.

Transportation 52

Transportation APIs Automotive Entertainment 52

NobelBiz

APRIL 23, 2024

The integration of these diverse channels into a unified platform ensures that all debtor interactions are tracked and managed cohesively, enhancing efficiency and compliance. IVR systems not only handle initial debtor inquiries but also categorize calls based on urgency and complexity.

Customer centricity 52

Customer centricity Contact Center Technology Telemarketing 52

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. Enhanced agent productivity not only accelerates response times but also elevates the overall quality of service. These issues can cause burnout and reduce efficiency, negatively affecting customer service outcomes.

Chatbots 52

Chatbots Feedback Customer centricity Wait times 52

NobelBiz

DECEMBER 19, 2023

If you want to learn more about Customer Service De-Escalation , delve into our comprehensive guide! Discover tried-and-tested techniques to navigate challenging conversations in the customer service and contact center arena. Training staff on tech tools enhances efficiency and customer service.

Call Center 106

Call Center Management Wait times Contact Center 106

TeamSupport

JULY 31, 2023

And while your team may be following through with their duties as customer service professionals, it’s nearly impossible to understand the nuances of what’s happening behind their interactions with customers without the proper tools. Integrated reporting also facilitates trend analysis by tracking and analyzing customer issues over time.

Customer Support 97

Customer Support Metrics Coaching Marketing 97

VirtualPBX

APRIL 10, 2024

Within these centers, dedicated customer service representatives work diligently to address customer inquiries. They also resolve issues and provide information about products or services. White-Glove Customer Service At VirtualPBX, we understand the importance of exceptional customer service.

Contact Center 59

Contact Center Wait times CRM Healthcare 59

CSM Magazine

APRIL 22, 2024

Explore key trends in online gambling customer service, including AI integration, personalization, and enhanced security, shaping the future of player satisfaction and loyalty. Predictive Customer Service Beyond just personalization, predictive service utilizes AI to foresee and address potential issues before they escalate.

Customer Service 52

Customer Service Entertainment Chatbots Analytics 52

CSM Magazine

MARCH 22, 2024

Customer service processes have evolved dramatically with the advent of advanced workflow automation tools. By automating routine tasks, businesses can now ensure that their customer service teams focus more on delivering personalized experiences rather than being bogged down by repetitive administrative duties.

Customer Service 52

Customer Service CRM Morale Technology 52

TeamSupport

JULY 20, 2023

Recognizing these struggles, we here at TeamSupport are proud to launch a groundbreaking enhancement to our Jira integration. This innovative solution empowers customer service teams to overcome these challenges; fostering collaboration, improving visibility, and ultimately enhancing the customer experience.

Customer Support 98

Customer Support Engineering Customer Experience Management 98

Hodusoft

JULY 19, 2023

In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. It is designed with the intent of streamlining and optimizing the call handling process, improving customer service, and enhancing operational efficiency.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

TeamSupport

JULY 25, 2023

As a customer support leader, you know how important it is for your customers to be serviced in a timely manner. Siloed systems is one of the most prominent obstacles customer service teams face today. On any typical day you’ll find your agents jumping between systems or platforms during any one conversation.

Customer Support 98

Customer Support Chatbots Self service Customer Service 98