CCNG

NOVEMBER 29, 2023

There are five key performance indicators you should track to make sure your contact center operations are aligned with customer expectations. There are myriad metrics and indicators that an organization can monitor to measure contact center performance. And while each has its place and can add more detail to a big picture view, the following five are the best for signaling if contact center operations are aligned with customer expectations and that the levels of service being provided by your

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Joe Rawlinson

NOVEMBER 29, 2023

The process of obtaining medications from distributors is a crucial but often overlooked aspect of pharmacy operations. Although patients only see the end result of receiving their prescription drugs, the journey those medications take from manufacturer to distributor to pharmacy is complex. Understanding how pharmacies acquire the medications they dispense can provide valuable insight for pharmacy owners and staff.

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Healthcare Customer Service Sales Management 78

BlueOcean

NOVEMBER 29, 2023

The fact that silos are the enemy of business success is nothing new. That they happen anyway is one of the biggest business challenges a leader must navigate. At Blue Ocean, we have long held the position that the customer experience and the employee experience are inextricably linked. We’ve said it so often it’s become cliché, but we stand by the concept that happy employees make for happy customers, and in outsourcing, happy customers make happy clients.

Contact Center 62

Contact Center Customer Care Customer Experience Employee engagement 62

AWS Machine Learning

NOVEMBER 29, 2023

Since launching in June 2023, the AWS Generative AI Innovation Center team of strategists, data scientists, machine learning (ML) engineers, and solutions architects have worked with hundreds of customers worldwide, and helped them ideate, prioritize, and build bespoke solutions that harness the power of generative AI. Customers worked closely with us to prioritize use cases, select the right foundation models (FMs), incorporate responsible AI principles, develop proofs of concept, optimize solu

APIs 61

APIs Enterprise Engineering Accountability 61

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

Journey mapping

LiveVox

NOVEMBER 29, 2023

Protecting customer and company data poses a growing challenge in today’s fast-evolving digital landscape. As remote work has become a norm, organizations encounter new obstacles in identifying and authenticating users beyond their firewalls. This heightened exposure can bring increased vulnerability to network and system weaknesses, as well as potential compromises for organizations with traditional approaches. […] The post Secure Your Contact Center Operations with a Zero-Trust Framework

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Contact Center Management 59

AWS Machine Learning

NOVEMBER 29, 2023

Amazon SageMaker Studio provides a fully managed solution for data scientists to interactively build, train, and deploy machine learning (ML) models. Amazon SageMaker notebook jobs allow data scientists to run their notebooks on demand or on a schedule with a few clicks in SageMaker Studio. With this launch, you can programmatically run notebooks as jobs using APIs provided by Amazon SageMaker Pipelines , the ML workflow orchestration feature of Amazon SageMaker.

APIs 56

APIs Management Engineering Big data 56

IdeasUnlimited

NOVEMBER 29, 2023

IdeasUnlimited, a distinguished player in the Business Process Outsourcing (BPO) and call center services sector, has consistently demonstrated excellence in delivering top-tier solutions to its clients. With a strong commitment to quality and client satisfaction, IdeasUnlimited has become a prominent name in an industry that demands precision, adaptability, and unmatched service delivery.

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AWS Machine Learning

NOVEMBER 29, 2023

The rapid growth of generative AI brings promising new innovation, and at the same time raises new challenges. These challenges include some that were common before generative AI, such as bias and explainability, and new ones unique to foundation models (FMs), including hallucination and toxicity. At AWS, we are committed to developing generative AI responsibly, taking a people-centric approach that prioritizes education, science, and our customers, to integrate responsible AI across the end-to-

Metrics 56

Metrics Government Benchmark Technology 56

Amplifai Coaching Category

NOVEMBER 29, 2023

Understanding the Gartner® Hype Cycle™ and the role of Everyday AI in Contact Centers is crucial to pinpoint and choose the best AI-powered solutions that drive productivity, efficiency, and ultimately revenue.

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Contact Center 52

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

Babelforce

NOVEMBER 29, 2023

Call queues are a universally dreaded aspect of calling customer service. No one likes to wait in line, whether it’s at the grocery store or on the phone with customer support. But why do we hate waiting so much? What is it about being in a call queue that makes us feel irritated, frustrated, and downright angry? As it turns out, some scientists have gone out of their way to study the psychology behind our hatred of waiting – and we’ve got some answers for you.

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Call Center Wait times Customer Service Customer Support 52

CSM Magazine

NOVEMBER 29, 2023

In the changing landscape of business operations, it is crucial to find ways to streamline processes and increase efficiency. One area that often poses challenges for companies is payroll management. Keeping track of employee wages and generating paystubs can be time-consuming and prone to errors if done manually. However, by integrating generators with accounting software, businesses can simplify their payroll process, save time, and minimize the risk of discrepancies.

Accountability 52

Accountability Self service APIs Management 52

Cisco - Contact Center

NOVEMBER 29, 2023

Zero Trust Network Access (ZTNA) is a secure remote access service. It verifies remote users and grants them access to the right resources at the right times based on identity and context policies.

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24-7 InTouch

NOVEMBER 29, 2023

IntouchCX’s sophisticated trust and safety solutions streamline customer support and case resolution processes for gig economy brands. Our expertise allows us to deliver exceptional customer experiences while strengthening rideshare marketplace safety. A leading North American ridesharing company in the gig economy industry needed our help resolving complaints quickly and accurately and improving their trust and safety processes.

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Customer Support Customer Experience 52

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

Journey mapping

kommunicate

NOVEMBER 29, 2023

Last Updated on November 29, 2023 In a large enterprise, the role of a Product Manager emerges as a linchpin for success. A PM is someone who paves the path for the growth of the product and turning into a cash cow for the business. Marty Cagan, in his seminal work “Inspired,” succinctly captures the [.] The post How To Resolve Customer Experience Issues As A Large Company’s Product Manager appeared first on Kommunicate Blog.

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Customer Experience Management Enterprise 52

Nuance

NOVEMBER 29, 2023

… How University of Michigan Health-West improved clinician wellbeing Read More » The post How University of Michigan Health-West improved clinician wellbeing appeared first on What’s Next blog.

Healthcare 52

Healthcare 52

Calltools

NOVEMBER 29, 2023

Interactive voice surveys (IVR surveys) are one easy and effective way for your call center to gather useful insight about the customer experience. This automated phone survey allows customers to respond to a series of questions by using their phone’s dialing pad. In most cases, contact centers will use IVR surveys at the end of the call, allowing customers to voice their opinions directly after working with a call center agent.

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Cisco - Contact Center

NOVEMBER 29, 2023

As the world faces complex challenges, universities have emerged as vital institutions for innovation, talent and knowledge creation.

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Education 52

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

Feedback

Vistio

NOVEMBER 29, 2023

The research is in, and the results are positive. According to a A 2022 Gallup poll, best friends at work are good for business.

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Cisco - Contact Center

NOVEMBER 29, 2023

In the fast-paced digital age, electronic waste, commonly known as e-waste, has emerged as a formidable environmental challenge.

Technology 52

Technology 52

Anexa BPO

NOVEMBER 29, 2023

Your CX software solutions should improve results and provide a competitive advantage. Unfortunately, today, software vendors often sacrifice perfect code to deliver a speedy software solution, leading to “technical debt.” Technical debt slows the progress of SaaS and increases costs related to issues such as buggy software, increased maintenance, extended deadlines, and software patches.

Customer centricity 40

Customer centricity SaaS Enterprise Analytics 40

Cisco - Contact Center

NOVEMBER 29, 2023

Observability is high on the agenda of every C-Suite technology discussion, and for good reason.

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Technology 52

Advertiser: ZoomInfo

Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.

Sales

VirtualPBX

NOVEMBER 29, 2023

Guest Blog From SayNine Business communication changes almost on a daily basis, and it is essential for businesses to try to keep up with the new trends in the sphere. One of the newly emerged game-changers in this sphere is the Voice over Internet Protocol (VoIP) for your business. It revolutionized the way organizations communicate both internally and with clients.

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voip Analytics Technology B2B 52

Cisco - Contact Center

NOVEMBER 29, 2023

Imagine a world where AI not only complements but significantly transforms federal operations.

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Government 52

Cisco - Contact Center

NOVEMBER 29, 2023

Melbourne’s weather in December makes it an especially lovely time to visit.

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Cisco - Contact Center

NOVEMBER 29, 2023

On November 27, the European Council adopted the EU Data Act.

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Advertisement

In the contact center industry, first-generation digital channels like email and web chat have seen significant adoption, along with video chat and co-browsing capabilities. However, customers are rapidly moving beyond these channels, seeking next-generation options. Social platforms are now becoming mainstream contact center channels. Download this guide today to learn how to help your business adapt to this evolving landscape and leverage the power of next-generation digital customer service.

Contact Center

Cisco - Contact Center

NOVEMBER 29, 2023

This blog was guest authored by Sean Curtis , Director, Technology Experiences with Cisco.

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