CSM Magazine

APRIL 9, 2024

Here are some examples of call tracking software in use today: WhatConverts : Known as a solid choice for inbound call tracking software, WhatConverts provides comprehensive lead tracking and intuitive lead management. Call Recorder by Rev : Popular among small businesses, this software is designed to track calls effectively.

Tools 64

Tools Call Recording e-support Software 64

Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. Before you can cultivate top talent, though, you have to identify your top performers. Identifying top talent starts with the right key performance indicators (KPIs). Do they reveal truly exceptional performance?

Contact Center 88

Contact Center Gamification Measurement Training 88

AWS Machine Learning

APRIL 18, 2024

This post is co-authored by Jackie Rocca, VP of Product, AI at Slack Slack is where work happens. With the newly launched Slack AI —a trusted, native, generative artificial intelligence (AI) experience available directly in Slack—users can surface and prioritize information so they can find their focus and do their most productive work.

Multi-Channel 93

Multi-Channel Sports Strategy Data 93

AWS Machine Learning

MARCH 11, 2024

For more than two decades, VistaPrint has empowered small businesses to quickly and effectively create the marketing products – from promotional materials and signage to print advertising and more – to get the job done, regardless of whether they operate in-store or online. Transform the data to create Amazon Personalize training data.

Ecommerce 92

Ecommerce System Sports Software 92

BirdEye

NOVEMBER 27, 2023

Organizations that effectively use customer feedback data to improve operations can expect a boost to their performance. Tackling modern business challenges with Birdeye Reports Managing customer experience (CX) and online reputation pose various business challenges.

Report 115

Report Social Media Multi-Channel Net Promoter Score 115

Magellan Solutions

APRIL 11, 2024

As your Shopify business grows, managing all those customer inquiries and technical issues can quickly become a headache, especially if you’re trying to handle everything in-house. It frees up valuable time for merchants to focus on core business operations, such as product development, marketing, and strategic planning.

e-support 95

e-support Net Promoter Score Training Policies 95

Magellan Solutions

APRIL 24, 2024

of retail by 2027 , accurate product information, orders, and inventory are crucial for success. Managing data entry in-house can be a headache, from errors to time-consuming tasks that distract you from growing your business. It can lead to faster order processing, improved inventory management, and a better customer experience.

Ecommerce 52

Ecommerce Sales Data Resources 52

BirdEye

APRIL 2, 2024

According to YouTube Product Lead Todd Beaupre , deleting videos from your channel can negatively impact your channel’s growth and overall performance on the platform. The post Why you should unlist, not delete, your YouTube videos appeared first on Birdeye Customer Experience Management.

Video 111

Video Metrics Trends Data 111

Playvox

JANUARY 25, 2024

Are you taking the right steps to evolve toward workforce engagement management? Agent performance can make or break your contact center’s key performance indicators (KPIs) and the overall CX. However, the two main components are Quality Management and Workforce Management. What is Workforce Optimization?

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

Playvox

FEBRUARY 27, 2024

In a buyer’s market, customers have choices and can take their business elsewhere should they receive less-than-optimal products, service, and support. Generally, engaged workers care about their performance and the performance of the company and feel that their efforts make a positive impact on customers.

Engagement 73

Engagement Contact Center How To Employee Engagement 73

CSM Magazine

MARCH 6, 2024

Collecting employee performance data can help identify improvement areas and set achievable goals for the future. Work Patterns One of the immediate benefits you’ll notice with employee productivity tracking software is getting a clear view of how work gets done in your organization. It’s all about using time wisely.

Software 52

Software Financial Tools Data 52

AWS Machine Learning

APRIL 3, 2024

Search engines and recommendation systems powered by generative AI can improve the product search experience exponentially by understanding natural language queries and returning more accurate results. The model uses correlations across modalities to improve performance on these tasks compared to individual modal embeddings.

Policies 99

Policies Examples Ecommerce User Experience 99

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. Yet managers continue to fall short. In a contact center setting, this can mean badges, a point system, and moving up to the next level when agents perform well.

Gamification 79

Gamification Contact Center Training Feedback 79

Magellan Solutions

JULY 10, 2023

Effective outsourced team management strategies are essential for businesses operating nowadays. Outsourced team success depends on transparent and collaborative management. Effective management encompasses defined roles and clear communication. And offer insightful information on best practices to improve team performance.

Tips 92

Tips Management How To Culture 92

Playvox

FEBRUARY 6, 2024

It’s often the continuous improvement or quality management (QM) piece where contact centers struggle. In an era of agent turnover, budget cuts, and fleeting customer loyalty, it’s useful to explore the evolution of quality management from its traditional, compliance-focused roots to a modern, customer-centric approach.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. No matter how you may have reached out, one thing is likely to be true — you weren’t calling to tell the company how pleased you were with the product. That’s equal to 9% of global GDP.

Contact Center 78

Contact Center How To Call Center Gamification 78

Team Support

JULY 31, 2023

The benefits of the data collected here touches every other aspect of your business including hiring, product support, marketing strategy, and more. Where do they offer ongoing feedback, report issues regarding product use, ask general questions, or simply get help at the moment needed?

Data 97

Data Social Media Metrics Software 97

Integrity Solutions

APRIL 8, 2024

Unfortunately, managers and salespeople alike usually end up frustrated when the needle still won’t seem to budge. Product knowledge and sales tactics are important, but they’re simply not enough. Those emotional factors will heavily influence a person’s commitment, resilience and, ultimately, their performance.

Sales 73

Sales Training Financial Travel 73

AWS Machine Learning

APRIL 2, 2024

Developers using Hugging Face can now optimize performance and lower cost to bring generative AI applications to production faster. Reach out to your AWS Account Manager or submit your request. About the authors Shruti Koparkar is a Senior Product Marketing Manager at AWS.

Travel 84

Travel Meeting Resources Training 84

Playvox

JULY 31, 2023

When thinking about workforce management (WFM), often people think of forecasting and scheduling. Employee self-service allows employees to access a host of information and take care of simple processes themselves, such as requesting leave, checking on their schedules, performing shift swaps, and viewing their performance against KPI metrics.

Self Service 85

Self Service Management Contact Center ROI 85

AWS Machine Learning

FEBRUARY 27, 2024

Axfood has been using Amazon SageMaker to cultivate their data using ML and has had models in production for many years. Lately, the level of sophistication and the sheer number of models in production is increasing exponentially. The model will be approved by designated data scientists to deploy the model for use in production.

Effort Score 111

Effort Score Training Analytics Retail 111

COPC

MARCH 11, 2024

This guide sheds light on the multifaceted nature of employee retention, aiming to enhance customer satisfaction and other key performance indicators through careful questioning and thoughtful leadership actions. Did we analyze top performers in our organization to arrive at data-driven requirements instead of relying on logical guesses?

Call Center 98

Call Center Gamification Contact Center Training 98

Playvox

MAY 11, 2023

The contact centers that offer this flexibility for their workforce realized that their remote workers could have the same performance and productivity they do in an office — if they implement practices for efficient work. The person who leads these teams plays a fundamental role in the management and work of all the teams.

Management 89

Management Contact Center Culture Engagement 89

AWS Machine Learning

OCTOBER 19, 2023

From ecommerce platforms encouraging customers to share product images to social media companies promoting user-generated videos and images, using user content for engagement is a powerful strategy. Many companies currently depend on human moderators or respond reactively to user complaints to manage inappropriate user-generated content.

Training 106

Training Data Social Media Ecommerce 106

AWS Machine Learning

NOVEMBER 27, 2023

Amazon Elastic Compute Cloud (Amazon EC2) accelerated computing portfolio offers the broadest choice of accelerators to power your artificial intelligence (AI), machine learning (ML), graphics, and high performance computing (HPC) workloads. times larger and 1.4 times faster than H100 GPUs.

Training 101

Training Analysis Video System 101

Magellan Solutions

MARCH 22, 2023

What is the Best Way to Analyze Call Center Performance? Analyzing call center performance is best done through data and analytics. Another effective way to analyze call center performance is by conducting surveys and interviews. Another effective way to analyze call center performance is by conducting surveys and interviews.

Call Center 98

Call Center Abandon Rate Average Handle Time Metrics 98

AWS Machine Learning

DECEMBER 19, 2023

However, putting an ML model into production at scale is challenging and requires a set of best practices. Many businesses already have data scientists and ML engineers who can build state-of-the-art models, but taking models to production and maintaining the models at scale remains a challenge. It’s much more than just automation.

Analytics 102

Analytics Training Government System 102

Integrity Solutions

APRIL 8, 2024

Unfortunately, managers and salespeople alike usually end up frustrated when the needle still won’t seem to budge. Product knowledge and sales tactics are important, but they’re simply not enough. Those emotional factors will heavily influence a person’s commitment, resilience and, ultimately, their performance.

Sales 64

Sales Training Financial Travel 64

BirdEye

OCTOBER 10, 2023

Unlike some industries where reputation revolves around corporate practices or policies, in retail reputation management, the quality, availability, and customer experience related to specific products play a significant role in shaping reputation. Want to know more about retail reputation management?

Retail 111

Retail Strategy Management Social Media 111

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting.

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

CSM Magazine

SEPTEMBER 14, 2023

Industry Report Ranks Calabrio as an Overall Agent Management Leader and a Product Experience Leader. Calabrio , the workforce performance company, has been named an Exemplary Vendor in Ventana Research Buyers Guide 2023: Agent Management. Our success is fueled by our customers’ success.

Management 59

Management Contact Center Analytics Customer Centricity 59

AWS Machine Learning

FEBRUARY 13, 2024

They offer a large assortment of over 50,000 products across 1,000 brands, and are operating in more than 500 cities and towns. We were facing the following challenges to operate their existing setup: With the continuous introduction of new products, the computer vision model needed to continuously incorporate new product information.

Training 98

Training Gamification Data Innovation 98

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? The secret lies in effective escalation management, a crucial aspect often overlooked. This is where escalation management comes into play.

Call Center 106

Call Center Management Contact Center Wait Times 106

BirdEye

DECEMBER 18, 2023

Clearly, online reviews significantly influence consumer decision-making, and businesses need an active review management strategy to be on top of their review monitoring efforts. While businesses usually hire data analysts and external consultants, they can also turn to customers and know directly from reviews about business performance.

Tools 98

Tools Brands Social Media Multi-Channel 98

AWS Machine Learning

APRIL 11, 2024

AWS will offer the new NVIDIA Blackwell platform as Amazon Elastic Compute Cloud (Amazon EC2) instances and NVIDIA DGX Cloud to accelerate performance of building and running inference on multi-trillion parameter large language models (LLMs). Campaign Manager in Americas Field Marketing. Campaign Manager in Americas Field Marketing.

Innovation 96

Innovation Resources Entertainment Sports 96

Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. Here’s the blueprint for achieving greater agent productivity in your call center. The quality of customer service and support can also have an impact on the productivity of a contact center.

Contact Center 74

Contact Center Measurement Call Center How To 74

Totango

JANUARY 3, 2024

Allow us to reintroduce ourselves Totango is customer success software businesses can’t outgrow, providing unlimited scalability and unmatched time to value to help cross-functional enterprise teams drive productivity , retention , and expansion. Plus, industry experts agree.

Software 111

Software Customer Success Innovation Report 111