Beyond Philosophy
OCTOBER 17, 2024
Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Getting customers to leave feedback is a challenge. However, that feedback is essential to managing your experience. So, what’s the secret here? An expert told me this: do it immediately, keep it fast, and keep it simple.
CCNG
OCTOBER 16, 2024
We moved into our current home in Frisco, Texas about 18 years ago. It was a fairly new neighborhood. There are sidewalks around the perimeter of the community with a hedge row that provides a barrier between the road and the homes. This is where we have walked for many years. When we first moved in, there were several feet between the hedge and the edge of the sidewalk.
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ShepHyken
OCTOBER 15, 2024
Good customer service becomes noticeable for two reasons: A company or brand can be known for amazing customer service and experience. Customers may notice the employees’ attitude, how easy they are to do business with and more. But sometimes they don’t, because it’s expected. However, over time, customers will notice that there are never problems.
TechSee
OCTOBER 17, 2024
In the rapidly evolving landscape of customer experience (CX), businesses are constantly seeking innovative ways to enhance efficiency, reduce costs, and foster customer loyalty. The integration of visual service and AI has emerged as a powerful solution, revolutionizing how companies interact with their customers and streamline their operations. Here, we will explore the transformative impact of visual service and AI, drawing insights from real-world examples and highlighting key strategies for
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
Call Design
OCTOBER 16, 2024
In today’s data-driven world, storytelling with data is more critical than ever. Numbers alone can feel cold and detached, but data can come alive when combined with a compelling narrative and thoughtful use of colour. To tell a compelling story with your Aspect WFM IDP data, it’s essential to visualise the data effectively. This means creating a straightforward narrative around how your forecasted data compares to actual results.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Cisco - Contact Center
OCTOBER 15, 2024
Generative AI applications are driving the demand for high-performance networking with AI/ML clusters in cloud provider environments. Cisco is introducing new 800G innovations to address these demands and improve outcomes.
ShepHyken
OCTOBER 14, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is an OKR? How do customer-centric OKRs help teams focus on the right tasks? Why is it important for businesses to align their objectives with customer-centric goals? How does measuring customer behavior contribute to better customer satisfaction?
TechSee
OCTOBER 15, 2024
Bringing Visual AI to Salesforce Agentforce, Einstein Bots, and Flows In today’s fast-paced, customer-centric world, businesses must innovate to meet customer expectations. Despite a growing demand for personalized experiences, 61% of customers feel undervalued. Companies must invest in technologies that streamline service and deliver genuinely personalized interactions to demonstrate their worth.
AWS Machine Learning
OCTOBER 14, 2024
With recent advances in large language models (LLMs), a wide array of businesses are building new chatbot applications, either to help their external customers or to support internal teams. For many of these use cases, businesses are building Retrieval Augmented Generation (RAG) style chat-based assistants, where a powerful LLM can reference company-specific documents to answer questions relevant to a particular business or use case.
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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.
Beyond Philosophy
OCTOBER 11, 2024
Customer feedback is critical to managing and improving your customer experience but it isn’t easy to get. Worse, it isn’t always useful and enlightening on what you are doing well, or perhaps more importantly, not so well. In this episode, we tackle a common problem many businesses face: how to get more actionable customer feedback. Our guest, Tim Waterton , Chief Revenue Officer of HappyOrNot ® , brings over 20 years of experience in helping companies gather and analyze customer insights.
Cisco - Contact Center
OCTOBER 15, 2024
Gain expert insights on Infrastructure as Code (IaC) and learn how to access it with Cisco Services as Code. Check out this co-authored blog to learn more.
ShepHyken
OCTOBER 13, 2024
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. How to Improve Customer Experience In Your Organization by Mike Henry (InMoment) Working to improve customer experience is an important part of CX management and something that organizations should be continuously striving for.
TechSee
OCTOBER 10, 2024
Not all Agentic AI solutions are created equal. Finding the optimal Agentic AI for your organization is not a simple task. It seems like every provider claims to feature very similar technologies, often at wildly different price points. In this post, we will explore the key differentiating factors between basic and more advanced Agentic AI solutions and how to evaluate which provider will best meet your needs.
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!
Toister Performance Solutions
OCTOBER 10, 2024
I'm an accidental customer service trainer. One day, I was working in customer service as a retail associate. The next day, my boss asked me to train. No materials, no facilitator's guide, no nothing. Figure it out. I've now been a customer service trainer for more than 30 years. I love it. Today, I talk to a lot of people who want to become customer service trainers.
Enghouse Interactive
OCTOBER 10, 2024
Discover the ultimate guide to call center agent productivity with critical metrics, the importance of productivity, and proven strategies to boost performance. Learn how Enghouse solutions can enhance agent efficiency and improve customer satisfaction in your contact center.
Cisco - Contact Center
OCTOBER 10, 2024
Discover the Reimagined Cisco Marketing Velocity Central! Generate 5.2x more pipeline with our revamped platform, featuring enhanced search, AI tools, streamlined campaigns, and more. Join our Partner Activation contest for exciting prizes!
AWS Machine Learning
OCTOBER 11, 2024
Customers across all industries are experimenting with generative AI to accelerate and improve business outcomes. Generative AI is used in various use cases, such as content creation, personalization, intelligent assistants, questions and answers, summarization, automation, cost-efficiencies, productivity improvement assistants, customization, innovation, and more.
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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.
CustomerServ
OCTOBER 17, 2024
The insurance industry, traditionally a brick-and-mortar pillar of financial stability and protection for millions, is changing dramatically. Rising consumer expectations, digital-first experiences, and technology developments are all forcing insurers to reshape and modernize their customer service strategies.
VirtualPBX
OCTOBER 10, 2024
Today, we’re excited to launch VirtualPBX Web Phone 3.0, our most advanced and user-friendly web-based phone yet. It’s designed for business users needing seamless communication from anywhere. This upgrade delivers crystal-clear calls and an intuitive interface. Access it easily from both desktop and mobile web browsers. VirtualPBX Web Phone 3.0 sets a new standard for online business communication.
Concentrix
OCTOBER 17, 2024
Discover how an automotive specialty client fully implemented our redundant CCaaS and VDI solutions in just 9 months, achieving over $5M in cost savings.
Cisco - Contact Center
OCTOBER 10, 2024
An investment in service assurance is expected to deliver operational benefits, but it can also enable market differentiation and new revenue sources. Read how end-customer portals, per-QoS SLA reporting, alerting, and notifications help service providers deliver new, innovative solutions faster, more reliably, and with greater agility for their B2B customers.
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.
AWS Machine Learning
OCTOBER 17, 2024
With the advent of generative AI and machine learning, new opportunities for enhancement became available for different industries and processes. During re:Invent 2023, we launched AWS HealthScribe , a HIPAA eligible service that empowers healthcare software vendors to build their clinical applications to use speech recognition and generative AI to automatically create preliminary clinician documentation.
Avoxi
OCTOBER 15, 2024
Global Voice for Zoom: Enhancing International Telecom for Zoom Enterprise and Contact Center Customers It’s no secret that Zoom has grown to great heights when it comes to video and now even voice. When reviewing the market for unified communications as a service (UCaaS) and contact center as a service (CCaaS), Zoom is now seen… The post Global Voice for Zoom: Enhancing International Telecom for Zoom Enterprise and Contact Center Customers appeared first on AVOXI.
BlueOcean
OCTOBER 14, 2024
Choosing a contact center outsourcer is a huge investment. Which is, of course, why you’re willingly subjecting yourself to the time constraints and stress of writing an RFP. Need some insight? We’ve compiled a list of up-to-date contact center RFP questions to help you ensure you’re making the most informed decision. Below you’ll find six key sections of questions: Company overview Agent Hiring & Management Contact Center Reporting Project Management Technology Pricing Company Overview Get
C3Centricity
OCTOBER 15, 2024
Executives and business owners of mid-sized CPG companies face a unique set of challenges that differ from those of startups or larger enterprises. These challenges stem from the need to balance growth, operations, and innovation while competing with both larger firms and more agile startups. Here are the top ten challenges mid-sized consumer goods companies face, real-world examples of businesses that have successfully overcome these obstacles, and expanded solutions explaining how to implement
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
Cisco - Contact Center
OCTOBER 10, 2024
Announcing the U.S. Fast Future Innovation Awards (FFIA)—the hunt for groundbreaking ideas that leverage AI to make a tangible impact. Whether your passion lies in education, sustainability, hybrid work, cybersecurity, healthcare, or critical infrastructure, your innovation could be the game-changer that revolutionizes how we live and work.
AWS Machine Learning
OCTOBER 10, 2024
Amazon Lookout for Vision , the AWS service designed to create customized artificial intelligence and machine learning (AI/ML) computer vision models for automated quality inspection, will be discontinuing on October 31, 2025. New customers will not be able to access the service effective October 10, 2024, but existing customers will be able to use the service as normal until October 31, 2025.
VirtualPBX
OCTOBER 17, 2024
What Are Automated Phone Surveys? Automated phone surveys are a common tool businesses use to collect feedback from customers. They are affordable, quick to implement, and provide a direct line to customers. You might encounter them at the end of a call, when a voice prompt asks how your call went or how satisfied you were with the customer service.
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