Trending Articles

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We’ve Always Done It That Way!

CCNG

Have you inquired as to why something was done the way it was only to hear “We’ve always done it that way?” Great organizations develop a culture where key processes are reviewed periodically and improved when needed. I had the opportunity to attend a college football game with a friend last week. On several occasions, there was a need for an official review of the play.

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Top 5 Customer Service & CX Articles for Week of November 18, 2024

ShepHyken

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. ‘Good Experience Builds Loyalty’: Chewy’s CEO on Meeting Customer Demand by Robert Safian (Fast Company) As artificial intelligence transforms customer service and workplace tools, many companies still struggle to capture that elusive human connection.

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CallMiner Product Innovation Series: Q4 2024

Callminer

CallMiner's, Bruce McMahon, shares key product updates from Q4 2024. New AI capabilities, including CallMiner AI Assist, add to the long list of AI advancements that CallMiner has delivered in 2024.

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Reduce AI Complexity & Keep Humans in the Middle [Video]

Upstream Works

Discover how to reduce AI complexity while enhancing CX with a balanced approach in part two of our AI Revolution series. The post Reduce AI Complexity & Keep Humans in the Middle [Video] appeared first on Upstream Works.

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The Contact Center Manager’s Guide to AI

Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.

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Racing into the future: How AWS DeepRacer fueled my AI and ML journey

AWS Machine Learning

In 2018, I sat in the audience at AWS re:Invent as Andy Jassy announced AWS DeepRacer —a fully autonomous 1/18th scale race car driven by reinforcement learning. At the time, I knew little about AI or machine learning (ML). As an engineer transitioning from legacy networks to cloud technologies, I had never considered myself a developer. But AWS DeepRacer instantly captured my interest with its promise that even inexperienced developers could get involved in AI and ML.

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Identity-centric SASE with Cisco SD-WAN and Microsoft’s Security Service Edge Solution

Cisco - Contact Center

Explore how Cisco Catalyst SD-WAN and Microsoft's SSE integration enhance security, performance, and management for hybrid work. Discover seamless solutions for modern networking challenges and enjoy your first year free!

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Guest Post: The AI Revolution in Customer and Employee Experience

ShepHyken

This week, we feature an article by Andy Watson, Senior Product Marketing Manager, Customer Experience at RingCentral. He shares how AI is transforming customer and employee experiences by enhancing efficiency, engagement, and satisfaction through generative AI, chatbots, and real-time support. The AI revolution is here—and it’s transforming how businesses interact with customers and support their employees.

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The Hidden Costs of Mandating a Return to the Office: Why Employers Should Rethink Their Approach

Call Design

The landscape of work has changed dramatically since the onset of the COVID-19 pandemic. As businesses begin to ask employees to return to the office full-time, many are overlooking a powerful shift in employee priorities—one that could cost them in terms of employee retention, engagement, and the ability to attract top talent. Companies that mandate a full return to the office may be at risk of increasing employee attrition and disengagement.

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Principal Financial Group uses QnABot on AWS and Amazon Q Business to enhance workforce productivity with generative AI

AWS Machine Learning

Principal is a global financial company with nearly 20,000 employees passionate about improving the wealth and well-being of people and businesses. In business for 145 years, Principal is helping approximately 64 million customers (as of Q2, 2024) plan, protect, invest, and retire, while working to support the communities where it does business and build a diverse, inclusive workforce.

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Frost Radar: Voice of Customer Analytics, 2024

Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

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Momentum Achieves SOC 2 Compliance, Strengthening Security Standards for Global Customers

Momentum Telecom

Momentum, a global leader in managed network and communications services, proudly announces the successful completion of a System and Organization Controls (SOC) 2 examination, underscoring its commitment to upholding rigorous data protection standards. This compliance milestone demonstrates Momentum’s dedication to security, availability, and confidentiality across its Connect suite of solutions, which includes SD-WAN , managed firewall, on and off-net circuits , and managed LAN services.

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New AI-Driven Semantic Search and Summarization

Cisco - Contact Center

In today’s fast-paced digital landscape, finding precise and relevant information is crucial. At DevNet, we continuously innovate to enhance the user experience and streamline how our users interact with our platform.

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Training Plan for Phone-Based Customer Service

Toister Performance Solutions

This plan will help you train employees who serve customers over the phone. It guides you through the Phone-Based Customer Service course on LinkedIn Learning. Make sure your team has access to LinkedIn Learning before you begin. Phone-Based Customer Service focuses on essential phone skills: Building rapport Exceeding expectations Solving problems The course is ideal for anyone who serves customers over the phone.

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Creating a Custom Zendesk IVR Integration for a Multinational Communications Corporation: A Case Study

BlueOcean

By developing a custom Zendesk IVR integration for a global communications leader, Blue Ocean eliminated manual data entry, reducing average handle time by 53 seconds and boosting customer satisfaction ratings by 34%. This seamless connection between phone and ticketing systems demonstrates how strategic contact center technology can simultaneously improve operational efficiency and customer experience.

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Your Roadmap to Successful AI Implementations in the Contact Center

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.

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Transcribe, translate, and summarize live streams in your browser with AWS AI and generative AI services

AWS Machine Learning

Live streaming has been gaining immense popularity in recent years, attracting an ever-growing number of viewers and content creators across various platforms. From gaming and entertainment to education and corporate events, live streams have become a powerful medium for real-time engagement and content consumption. However, as the reach of live streams expands globally, language barriers and accessibility challenges have emerged, limiting the ability of viewers to fully comprehend and participa

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How to Disable Comments On a WordPress Website?

OctopusTech

Comments can be a great way to engage visitors on your website and build a community for your brand. However, not every page needs a comments section and sometimes comments can become a source of spam, offensive remarks, self-promotion, and even harmful links. With WordPress disable comments, you can limit such occurrences and make your website safe for everyone.

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Connectivity at the top of the world: Preserving the past, partnering for the future

Cisco - Contact Center

Highlighting Cisco's partnership with an extraordinary community in Utqiaġvik, Alaska that's breaking down barriers to create new access to education, technology, and opportunity.

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10 Best Assurance Statements to Reassure Your Customers

SQM Group

Equipping agents with the best assurance statements to help them navigate challenging conversations with confidence.

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

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!

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3 Ways a Plumbing Answering Service Fixes Communication Leaks

Ambs Call Center

There are so many plumbers—especially one man shows and small firms—who rely on their cell phone and voicemail for all incoming calls. That means your cell phone is the only point of contact for every new, potential client as well as all of your existing clients. You could hire someone to answer your calls, sure, but that's not very cost-effective.

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From RAG to fabric: Lessons learned from building real-world RAGs at GenAIIC – Part 2

AWS Machine Learning

In Part 1 of this series, we defined the Retrieval Augmented Generation (RAG) framework to augment large language models (LLMs) with a text-only knowledge base. We gave practical tips, based on hands-on experience with customer use cases, on how to improve text-only RAG solutions, from optimizing the retriever to mitigating and detecting hallucinations.

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12 Essential Sales Challenges and How To Overcome Them

Integrity Solutions

The road to success in sales is filled with challenges, highs and lows. Many variables come into play. As we note in our book, Listen to Sell , “It can be easy to feel that given the right factors—the market, the product, the tools, the data, the competition, a natural sales ability—selling would be easier, and success would be inevitable.” But this is a passive and, ultimately, self-defeating way to view and approach the profession of sales.

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Cisco and Our Partners: Moving Forward as One

Cisco - Contact Center

Celebrate the future of technology from Partner Summit 2024! Discover the Cisco 360 Partner Program and One Cisco initiative, empowering partners to drive AI transformation and deliver unparalleled customer outcomes.

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Reimagine Your Communications With A Unified Platform

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.

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The Empathy Edge: Humanizing Customer Interactions in a Digital World

Win the Customer

In an era dominated by artificial intelligence and automation, it’s easy to overlook the power of human connection. As businesses increasingly rely on digital channels to interact with customers, the importance of empathy in customer service has never been greater. By prioritizing empathy, companies can foster stronger relationships, improve customer satisfaction, and ultimately drive business growth.

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Steps to Take After a Slip and Fall Accident

CSM Magazine

Slip and fall accidents can happen anywhere, often leading to unexpected injuries and challenges. Whether it’s a slippery floor in a grocery store or an icy sidewalk during winter, these incidents demand careful attention to safety, documentation, and legal rights. Understanding the steps to take after a slip and fall is essential for protecting your well-being and seeking appropriate compensation if needed.

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How GoDaddy built Lighthouse, an interaction analytics solution to generate insights on support interactions using Amazon Bedrock

AWS Machine Learning

This post is co-written with Mayur Patel, Nick Koenig, and Karthik Jetti from GoDaddy. GoDaddy empowers everyday entrepreneurs by providing all the help and tools to succeed online. With 21 million customers worldwide, GoDaddy’s global solutions help seamlessly connect entrepreneurs’ identity and presence with commerce, leading to profitable growth.

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5 Benefits of Softphones for Small Businesses

FluentStream

Effective communication is crucial for the success of small businesses. One innovative solution that has emerged to meet this need is the softphone — a software application that allows users to make and receive calls over the internet using devices. Read More The post 5 Benefits of Softphones for Small Businesses appeared first on FluentStream.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Cisco Catalyst Center Template Labs – Advanced Automation, Part 7

Cisco - Contact Center

This episode of DNAC Template Labs focuses on delivering advanced automation via DNA Center and solving complex and dynamic network issues.

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Future-Proofing Elevator Phones with AirDial POTS Replacement Solution

VirtualPBX

As a property manager in charge of ensuring safety for tenants and residents, you’re well aware of the importance of elevator emergency communication systems. Whether you’re managing commercial properties, residential building communities, or overseeing an HOA, you need reliable elevator phone solutions to keep your elevators compliant and operational.

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Ethereum Predictions for the Remainder of 2024 and Beyond

CSM Magazine

Ethereum enjoyed a very good run at the beginning of 2024, as investors hoped that this was an unmissable chance for the market to rise above the troubles and stagnation of the past few years and achieve new all-time highs. But it turns out this is easier said than done, as the market ran into blunders again and has been struggling to consolidate its positions as a result.

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