ShepHyken
JUNE 30, 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. CX Makeover: 11 Ways to Improve Customer Experience by Ken McMahon (Nextiva) Employees interact with customers every day and are a valuable source of CX knowledge.
Beyond Philosophy
JUNE 28, 2024
This episode is the sixth in an eight-part series on Unlocking the Psychology of Customer Experience. Here, we explore the psychology we have regarding how human beings deal with predicting unpredictable outcomes. The discussion focuses on biases that influence how people perceive and assess probability and risk, impacting their judgment and decision-making processes.
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CCNG
JUNE 26, 2024
Imagine arriving at a picturesque resort by a serene lake, eager to explore nature in a canoe. Unfortunately, the resort doesn’t have enough life jackets, even though canoes are available. The difference between a disgruntled customer and a loyal advocate often boils down to how effectively a company anticipates and resolves these types of issues. To consistently win in business today, we have to be proactive.
Callminer
JUNE 27, 2024
Read this blog to learn about workforce engagement management, which is a set of tools that help organizations improve employee satisfaction, productivity, scheduling, and more while reducing churn.
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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.
Bill Quiseng
JUNE 26, 2024
The “World’s Best” experience is not as “the world” sees it, but as one customer personally FEELS it. Customers pay for their experience. And they seek the best value in their experience for the price you are asking them to pay. So, a person living in Detroit, MI who has a five-figure salary feels the best value isn’t a luxury plane to the Alps, but rather a four-hour drive UpNorth to Boyne Mountain.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Lumoa
JUNE 28, 2024
Lumoa Product News for June 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! Insights Summaries now show highlights We wanted you to feel like you could verify the parts of the summary that matter. if we claim that “fingerprint login” is something people are talking about, how much are they talking about it?
Cisco - Contact Center
JUNE 27, 2024
How should network engineers be thinking about and using AI right now, and what to could they expect for the future? Here, we focus on one surprising use case that I found to be a bit exciting: Using AI to peer review your work. Buckle up, and let's check it out.
AWS Machine Learning
JUNE 25, 2024
We are excited to announce the availability of the Jamba-Instruct large language model (LLM) in Amazon Bedrock. Jamba-Instruct is built by AI21 Labs, and most notably supports a 256,000-token context window, making it especially useful for processing large documents and complex Retrieval Augmented Generation (RAG) applications. What is Jamba-Instruct Jamba-Instruct is an instruction-tuned version of the Jamba base model, previously open sourced by AI21 Labs, which combines a production grade-mod
Help Scout
JUNE 27, 2024
When writing CSS, the most common formats we use for expressing a color are either a hex code or an RGB value. But are they the best way? Learn to see color as an artist with HSL.
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!
VirtualPBX
JUNE 26, 2024
When deciding how to launch your small business, the conversation of LLC vs sole proprietor likely comes up in many arenas. From startup costs and taxes, to liability and access to capital, there are pros and cons to both avenues. Taxes as well as startup costs also vary by location. Business texting for LLCs vs sole proprietors is also a little different.
The Northridge Group
JUNE 28, 2024
Pros, Cons, and Considerations for Your Call Center In continuation from Part One, exploring the potential of voice biometrics in enhancing customer experiences, saving time, and mitigating fraud risks remains essential for contact centers. Real Savings: Recent studies highlight the significant time savings associated with voice biometrics. Manual authentication by agents in sectors like insurance or finance averages about 40 seconds per caller.
Cisco - Contact Center
JUNE 25, 2024
As threats become more sophisticated and regulatory demands become stricter, the new Cisco Secure Cloud Access (SCAZT) Specialist Certification dives into the heart of cloud security, underscoring the importance of a security-first approach.
AWS Machine Learning
JUNE 25, 2024
Large language models (LLMs) enable remarkably human-like conversations, allowing builders to create novel applications. LLMs find use in chatbots for customer service , virtual assistants , content generation , and much more. However, the implementation of LLMs without proper caution can lead to the dissemination of misinformation , manipulation of individuals, and the generation of undesirable outputs such as harmful slurs or biased content.
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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.
SQM Group
JUNE 25, 2024
The terms ‘Customer Service’ and ‘Customer Experience’ are often used interchangeably in customer support. Customer service and customer experience are closely related but different.
Helpware
JUNE 26, 2024
The AI and Big Data Expo Conference, held annually in Santa Clara, California, has become a landmark event in the industry, drawing professionals from diverse sectors to explore the latest advancements in artificial intelligence and big data. This year's conference, which took place on June 05-06, 2024, was the second one I attended, and I was eager to witness the evolution and progress that had occurred since the 2023 edition.
MiaRec
JULY 1, 2024
Are you looking to partner with a new Contact Center AI solution partner to reduce costs while maximizing efficiency to increase your profit margins? If so, you are not alone. According to a 2023 Deloitte study , 83% of BPOs are looking to cut costs and 82% are trying to standardize processes to become more efficient. But many BPOs are also adding AI capabilities to their service offering to create a value-add that will help distinguish them in the highly competitive market.
Cisco - Contact Center
JUNE 25, 2024
Cisco, a leader in networking and cybersecurity solutions, introduced a range of new security incentives and promotions to maximize your profitability when selling Cisco Firewalls. Let's dive into our latest offerings.
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
JUNE 26, 2024
Capital markets operation teams face numerous challenges throughout the post-trade lifecycle, including delays in trade settlements, booking errors, and inaccurate regulatory reporting. For derivative trades, it’s even more challenging. The timely settlement of derivative trades is an onerous task. This is because trades involve different counterparties and there is a high degree of variation among documents containing commercial terms (such as trade date, value date, and counterparties).
BlueOcean
JUNE 27, 2024
The contact center is ever evolving to meet the shifting expectations and habits of today’s customers. That’s why we like to regularly tune in to experts from the world of customer experience to find out what’s new. We checked in with some of the top thought leaders for their most recent thoughts about customer experience trends. Read on! What Happens to CX When the Whole Company Is Aligned Customer experience is a front-and-center topic for the contact center… but excellent CX depends on the en
Helpware
JUNE 25, 2024
An honest “thank you” coming from a client has never been harder to get. Rules of customer service are being redefined by the minute. Requests, queries, and expectations mutate so rapidly that some companies, especially small and medium-sized enterprises (SMEs), struggle to reach financial and branding goals while solving the needs of their customer base.
Tethr
JUNE 25, 2024
Learn 3 takeaways to improve customer experiences from our webinar guest, Gershwin Exeter at Thrasio.
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!
Cisco - Contact Center
JUNE 26, 2024
AI is changing the way we engage data in industrial operations, and choosing the right model for your desired result is critically important.
AWS Machine Learning
JULY 1, 2024
Amazon SageMaker is a machine learning (ML) platform designed to simplify the process of building, training, deploying, and managing ML models at scale. With a comprehensive suite of tools and services, SageMaker offers developers and data scientists the resources they need to accelerate the development and deployment of ML solutions. In today’s fast-paced technological landscape, efficiency and agility are essential for businesses and developers striving to innovate.
Concentrix
JUNE 28, 2024
Discover how MYOB embraced the digital revolution with an advanced conversational assistant, to enhance customer support and increase digital engagement.
CSM Magazine
JULY 1, 2024
Growing your Instagram presence can be a daunting task. It’s a platform where numbers matter, and the pressure to increase followers, likes, and views is real. I was in the same boat, struggling to make my mark. Then, I stumbled upon InsFollowPro, a service promising Instagram growth. Like many, I was skeptical. Buying Instagram followers? It sounded too good to be true.
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Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro
TCN
JULY 1, 2024
TCN’s UK team held its first Tech Meetup event last month and is looking forward to making it an annual event. It was a resounding success with invaluable insights shared and plans to become an annual event for industry professionals to look forward to. Held in Glasgow, Scotland, TCN was delighted to host professionals from […] The post Highlights From TCN’s Recent Glasgow UK Tech Meetup appeared first on TCN.
Cisco - Contact Center
JUNE 25, 2024
NIS2 mandates manufacturing organizations to implement stronger cybersecurity measures. Learn more about the directive and how to prepare.
AWS Machine Learning
JULY 1, 2024
Organizations strive to implement efficient, scalable, cost-effective, and automated customer support solutions without compromising the customer experience. Generative artificial intelligence (AI)-powered chatbots play a crucial role in delivering human-like interactions by providing responses from a knowledge base without the involvement of live agents.
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