Fonolo

FEBRUARY 29, 2024

With the labor shortage, a workforce in transition, and the dynamic (but disruptive) impact of AI, managing a contact center in 2024 can be a real workout. Why not take a break from the heavy lifting for a moment, and check out Fonolo’s annual State of the Contact Center report? This e-book is one of our most anticipated documents of the year, featuring insights from industry experts about the topics that matter most in today’s contact center.

Contact Center 87

Contact Center Call Center Self service Customer Care 87

Beyond Philosophy

FEBRUARY 29, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: I am excited. My wife and I are going on a cruise to India. It’s a big splurge for us, and we look forward to it. I mention it here, not to rub it in your face (much), but because in the booking of this cruise, I saw an excellent example of how my wife and I leverage mental accounting regarding our splurges.

Accountability 195

Accountability Finance Banking Management 195

AWS Machine Learning

FEBRUARY 29, 2024

Amazon Bedrock provides a broad range of models from Amazon and third-party providers, including Anthropic, AI21, Meta, Cohere, and Stability AI, and covers a wide range of use cases, including text and image generation, embedding, chat, high-level agents with reasoning and orchestration, and more. Knowledge Bases for Amazon Bedrock allows you to build performant and customized Retrieval Augmented Generation (RAG) applications on top of AWS and third-party vector stores using both AWS and third-

APIs 116

APIs Healthcare Scripts Enterprise 116

Cisco - Contact Center

FEBRUARY 29, 2024

It was a strong start to the new year with an incredible week in Amsterdam, where the gloomy weather was a stark contrast to the excitement and energy of the 16,000 people who came together to talk… Read more on Cisco Blogs

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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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Customer Service Life

FEBRUARY 29, 2024

Image by Mikko Koivuneva from Pixabay Whether it’s called a one-on-one meeting, or a coaching conversation, or a performance check-in, this regular conversation between a supervisor and an employee is essential to an effective and high-performing contact center. In a recent article on Why Contact Center Quality Assurance Matters I stated my case for a robust and consistent quality assurance program.

Contact Center 88

Contact Center Metrics Coaching Feedback 88

AWS Machine Learning

FEBRUARY 29, 2024

OpenSearch is a scalable, flexible, and extensible open source software suite for search, analytics, security monitoring, and observability applications, licensed under the Apache 2.0 license. Amazon OpenSearch Service is a fully managed service that makes it straightforward to deploy, scale, and operate OpenSearch in the AWS Cloud. OpenSearch uses a probabilistic ranking framework called BM-25 to calculate relevance scores.

Personalization 94

Personalization Accountability Entertainment Construction 94

Cisco - Contact Center

FEBRUARY 29, 2024

The Social Impact Partner Spotlight series highlights various Cisco non-profit organization partners that are helping transform the lives of individuals and communities.

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Cyara

FEBRUARY 29, 2024

In the realm of customer service, ensuring absolute truthfulness can be a daunting task, even for human agents. We’re all subject to our moods and biases, which can sometimes lead to unavoidable mistruths. However, when it comes to technology, our expectations soar. We hold bots to a high standard, assuming they operate on a binary system of correctness.

Technology 76

Technology Customer Service Chatbots Customer Experience 76

Cisco - Contact Center

FEBRUARY 29, 2024

This is the second blog in our three-part series about Cisco Foundation climate grantees working in the Amazon and South America region.

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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.

Transparent BPO

FEBRUARY 29, 2024

Nearly a Decade of Experience, with a Track Record of Success Rockville, MD – Transparent BPO would like to announce the promotion of Kurt Camal, to Director of Operations, as recognition of his hard work, and impact on both employees specifically, and his programs in general. Kurt brings nearly a decade of experience, all with […] The post Transparent BPO Appoints Kurt Camal as Director of Operations appeared first on Transparent BPO.

outsourcing 62

outsourcing Contact Center Customer Service 62

Cisco - Contact Center

FEBRUARY 29, 2024

The tedious task of logging Continuing Education (CE) credits can be a frustrating speed bump in the certification journey.

Education 98

Education 98

Transparent BPO

FEBRUARY 29, 2024

An expert in strategic planning and process enhancement Rockville, MD – Transparent BPO would like to announce our very own Anna Acosta’s promotion to Director of Operations, as recognition of their role in the growth and development of both the programs she has been involved with, as well as TBPO as a whole. Anna joined […] The post Transparent BPO Appoints Anna Acosta as Director of Operations appeared first on Transparent BPO.

outsourcing 62

outsourcing Contact Center Customer Service 62

Cisco - Contact Center

FEBRUARY 29, 2024

Internet of Things (IoT) remains one of the stronger markets in which customers are considering investing.

Technology 98

Technology Analytics Marketing 98

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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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Nicereply

FEBRUARY 29, 2024

A good customer experience builds customer loyalty and brand value, helping you reach a wider audience through word-of-mouth marketing and other marketing strategies. So, it doesn’t come as a surprise to see brands obsessing over creating a seamless end-to-end customer experience or working towards improving the existing workflow while considering user behavior.

Customer Experience 59

Customer Experience Journey mapping Analytics Feedback 59

Concentrix

FEBRUARY 29, 2024

Explore the top trends shaping the trust and safety industry, and the impact of the emerging landscape for safeguarding online communities.

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Hodusoft

FEBRUARY 29, 2024

7 Key Indicators Your MSP Call Center Needs a Revolutionary Shift For Managed Service Providers (MSPs), a call center is extremely crucial. That’s one of their most potent tools to deliver exceptional customer service. The MSP market has become extremely competitive and customer service matters a lot in providing a competitive edge. As per one recent study by Datto, MSPs, on average, serve 122 clients.

Call Center 52

Call Center Abandon rate call center software Omni-channel support 52

24-7 InTouch

FEBRUARY 29, 2024

With analysts’ predictions suggesting that “1 in 10 agent interactions will be [fully] automated by 2026,” generative AI plays a crucial role in customer experience. This tool goes beyond conventional machine learning’s predictive capabilities, advancing artificial intelligence and expanding its applications and potential. With the advancements of generative AI, a common challenge is grasping its intricacies and how to best adapt them for your brand.

Customer Experience 52

Customer Experience Contact Center Customer Service 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

Horizon CX

FEBRUARY 29, 2024

The Power of Purging Perfunctory Performance Introduction In the bustling world of business, where metrics often dominate discussions and efficiency reigns supreme, one crucial aspect can sometimes be overlooked: the human element. While efficiency and productivity are undoubtedly essential, businesses must not forget the importance of treating customers with genuine kindness and respect.

Morale 52

Morale Customer centricity Upselling Feedback 52

CSM Magazine

FEBRUARY 29, 2024

Personalizing omnichannel experiences involves tailoring your interactions with customers across multiple channels to meet their unique needs and preferences. Here are some tips on how to personalize omnichannel experiences: 1. Collect customer data: Collect data on your customers such as their purchase history, preferences, and behavior across different channels.

Personalization 52

Personalization Chatbots CRM Analytics 52

AWS Machine Learning

FEBRUARY 29, 2024

AI’s growing influence in large organizations brings crucial challenges in managing AI platforms. These include developing a scalable and operationally efficient platform that adheres to organizational compliance and security standards. Amazon SageMaker Studio offers a comprehensive set of capabilities for machine learning (ML) practitioners and data scientists.

APIs 102

APIs Construction Transportation Analytics 102

CSM Magazine

FEBRUARY 29, 2024

In the growing market of mobile app development, providing top-notch customer service can be the deciding factor that makes your app stand out. Exceptional customer service is not just about addressing issues; it’s about creating a positive, enduring relationship with your users, ultimately helping to retain and attract a loyal customer base. For mobile app developers, the challenge is to integrate customer service in ways that resonate with tech-savvy users.

Customer Service 52

Customer Service Feedback Education Self service 52

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Self service

Playvox

FEBRUARY 29, 2024

Unless you’ve been under a proverbial rock, you’ve heard and seen a massive amount of change in customer service — particularly in the past year. Many are pronouncing that there is no greater revolution in customer care than what’s happening right now. Directors and managers of call centers are likely getting questioned by peers in leadership with questions such as, “How are we prepared for Artificial Intelligence (AI)?

Interactive Voice Response 79

Interactive Voice Response Customer Service Contact Center Chatbots 79

Lumoa

FEBRUARY 29, 2024

Lumoa Product News for February 2024 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Getting Started with Ask Lumoa Ask Lumoa is our new way to get a deeper understanding of your customer voice.

Feedback 83

Feedback Management 83

ChurnZero

FEBRUARY 29, 2024

The working relationship between customer success and support teams can make, break, or even supercharge your customer experience, as Jaclyn Mullen of TheLoops showed attendees of ChurnZero’s most recent webinar. Build the right kind of relationship and processes between CS and support, and you’ll enable a seamless, frictionless experience.

Brand ambassadors 52

Brand ambassadors Upselling Metrics Engineering 52

CSM Magazine

FEBRUARY 29, 2024

Recently, a colleague of mine at Sabio pointed me in the direction of an interesting article that was published in the Daily Telegraph entitled ‘Why Aren’t We Being Served?’. The feature – which was the cover story in the UK-based publication’s weekend magazine edition – was focused on the latest Customer Satisfaction Index (UKCSI) from the Institute of Customer Service – which painted a bleak picture for UK businesses.

Journey mapping 52

Journey mapping Self service Banking Customer advocacy 52

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

Feedback

AWS Machine Learning

FEBRUARY 29, 2024

Creating scalable and efficient machine learning (ML) pipelines is crucial for streamlining the development, deployment, and management of ML models. In this post, we present a framework for automating the creation of a directed acyclic graph (DAG) for Amazon SageMaker Pipelines based on simple configuration files. The framework code and examples presented here only cover model training pipelines, but can be readily extended to batch inference pipelines as well.

Scripts 95

Scripts Engineering Metrics Best practices 95

AWS Machine Learning

FEBRUARY 29, 2024

This guest post is written by Vihan Lakshman, Tharun Medini, and Anshumali Shrivastava from ThirdAI. Large-scale deep learning has recently produced revolutionary advances in a vast array of fields. Although this stunning progress in artificial intelligence remains remarkable, the financial costs and energy consumption required to train these models has emerged as a critical bottleneck due to the need for specialized hardware like GPUs.

Benchmark 106

Benchmark Engineering Technology 106