ShepHyken
DECEMBER 2, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies effectively integrate new technology into existing systems to enhance customer experience? Why is creating a frictionless customer experience important, and how can businesses achieve it? Why is understanding consumer behavior crucial for improving customer experience?
Callminer
DECEMBER 1, 2024
Delivering exceptional patient care is as important as ever in today’s healthcare landscape. Explore challenges & opportunities in how healthcare contact centers can drive better patient experiences.
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CCNG
NOVEMBER 27, 2024
Are Today’s Remote Work Challenges New Issues or Magnified Versions of the Same Culture Issues from the Office? My recent LinkedIn Poll results are telling: Poll Results: Of the 75 people that responded, 68% agree remote work challenges are just magnified versions of the issues that existed in the office already. My Thoughts: These results support my working theory that it’s not necessarily WHERE we work that’s the underlying issue, as much as it is HOW we work together.
TechSee
DECEMBER 3, 2024
These days, businesses know that top-notch customer service isn’t just a competitive advantage – it’s an expectation. Luckily, many new AI and automation tools help CX departments boost customer satisfaction while cutting overhead. Still, not all service challenges are the same. It’s different answering a simple question versus helping with complex tasks like troubleshooting.
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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.
AWS Machine Learning
NOVEMBER 29, 2024
Prompt engineering refers to the practice of writing instructions to get the desired responses from foundation models (FMs). You might have to spend months experimenting and iterating on your prompts, following the best practices for each model, to achieve your desired output. Furthermore, these prompts are specific to a model and task, and performance isn’t guaranteed when they are used with a different FM.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
NOVEMBER 27, 2024
The future of the call center is exciting, with more opportunities than ever to meet rising customer expectations with AI. Read this blog for 2025 call center trends and best practices.
Ambs Call Center
NOVEMBER 29, 2024
As much as we take note of the dwindling number of mom-and-pop shops across America, modern-day small businesses can and do compete with national and international chains. Cost isn’t the only means of competition either. Larger companies are often able to bargain for less expensive variable costs with their suppliers – and thus, are more readily able to lower prices.
TechSee
NOVEMBER 27, 2024
Customer experience, or CX, is a fundamental component that determines the success of a business. Companies thriving today recognize that finding ways to improve customer experience is not just an option but a strategic necessity for 2025, with all the opportunities and challenges that it entails, and beyond. With so many aspects of CX to consider, we think it’s important to break down our suggested improvements into four key concepts.
AWS Machine Learning
NOVEMBER 27, 2024
Generative AI continues to transform numerous industries and activities, with one such application being the enhancement of chess, a traditional human game, with sophisticated AI and large language models (LLMs). Using the Custom Model Import feature in Amazon Bedrock , you can now create engaging matches between foundation models (FMs) fine-tuned for chess gameplay, combining classical strategy with generative AI capabilities.
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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.
ShepHyken
DECEMBER 3, 2024
I’ve done a lot of business with this company over the past five years, and it’s always been a great experience. About twice a year, they send out a survey. I’ve always shared glowing comments and high scores – until recently. First, a little background. The surveys are always short, and because I like the company, I always fill them out. Since I’ve never had anything negative to say or guidance to offer, I assume that’s why I never heard back from them.
Cisco - Contact Center
NOVEMBER 27, 2024
Explore Cisco Black Belt Distribution Academy's new updates! Enhance your skills with role-based enablement, new content, and a streamlined learning experience, empowering distributors to excel in supporting Cisco technologies.
BlueOcean
DECEMBER 2, 2024
This blog post has consistently ranked as one of our most popular year after year. The insight about exceptional customer service and the customer experience is still rock solid, and so we decided to revisit the article entering 2025. When it comes to customer experience , there’s a lot of cross-over between the hospitality industry and the contact center industry.
OctopusTech
DECEMBER 3, 2024
If your business does well locally in specific areas but wants to bring it to the next level, you must go digital. Nowadays, logistics, food delivery, and taxi booking industries are all going online to expand their user base using technology. Going digital allows your business to reach a broader audience, streamline operations, and stay competitive in a tech-driven market.
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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.
AWS Machine Learning
DECEMBER 1, 2024
As developers gear up for re:Invent 2024, they again face the unique challenges of physical racing. What are the obstacles? Let’s have a look. In this blog post, I will look at what makes physical AWS DeepRacer racing—a real car on a real track—different to racing in the virtual world—a model in a simulated 3D environment. I will cover the basics, the differences in virtual compared to physical, and what steps I have taken to get a deeper understanding of the challenge.
Ambs Call Center
NOVEMBER 29, 2024
In our post ' 4 Key Benefits to Call Recording ' we wrote about the value answering services provide when they record all their calls. Call recording provides a great means for dispute resolution, information verification, and quality assurance. Call recording systems are 100% digital making it easy to record, store, and share phone conversations.
Concentrix
DECEMBER 3, 2024
Insights from Fintech Live London 2024: Experts, including Concentrix’s Gerald Pullen, discuss AI applications and strategies for scalable growth.
CSM Magazine
DECEMBER 3, 2024
No matter what sort of business you’re in, Artificial Intelligence (AI) is most probably already assisting you with marketing your products and services. For example, sites like Facebook and Google use AI for product placement and more. However, as AI developers continue to produce tools for a variety of business tasks, you may not be aware of some of the newest tools produced with marketers in mind.
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!
OctopusTech
NOVEMBER 29, 2024
The holiday season is one of the most exciting times of the year. It also presents an opportunity for businesses to boost their engagement and drive sales. Although inboxes may be flooded with festive offers, an effective holiday marking strategy can help your brand cut through the noise and deliver results. Why Holiday Email Marketing is Important The holiday season is often the busiest, especially for B2C and B2B businesses.
AWS Machine Learning
DECEMBER 2, 2024
Today, the Accounts Payable (AP) and Accounts Receivable (AR) analysts in Amazon Finance operations receive queries from customers through email, cases, internal tools, or phone. When a query arises, analysts must engage in a time-consuming process of reaching out to subject matter experts (SMEs) and go through multiple policy documents containing standard operating procedures (SOPs) relevant to the query.
Ambs Call Center
NOVEMBER 29, 2024
'Please', 'Thank You', 'May I' and 'You’re Welcome'. these are all very familiar terms of speech to all of us, yet they are words that we seem to hear less and less.
Working Solutions
DECEMBER 3, 2024
Welcome, CX Innovators! Is your customer service ready for the future? As we look ahead to 2025, the customer experience landscape is shifting faster than ever. But don’t worry; we’re unpacking ways to reshape how your business connects with customers.
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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.
CSM Magazine
DECEMBER 3, 2024
Unlock the full potential of your affiliate marketing efforts with the Pocket Option affiliate panel. This powerful tool lets you track your performance, optimize your campaigns, and make data-driven decisions that boost your earnings. With the support of the Pocket Option affiliate program, you can refine your strategies and increase your revenue. How to Get Started with Pocket Option Affiliate Registration The Pocket Option Affiliate Program is an easy and lucrative way to start earning money
NobelBiz
DECEMBER 3, 2024
Forecasting in call centers helps today’s contact centers achieve high efficiency and customer satisfaction while keeping running costs low. Call centers predict future call volumes and other metrics so demand can be better met and good service levels can be maintained with optimized resources. This article will discuss why forecasting is vital these days.
AWS Machine Learning
NOVEMBER 27, 2024
Generative AI agents are designed to interact with their environment to achieve specific objectives, such as automating repetitive tasks and augmenting human capabilities. By orchestrating multistep workflows that adapt to evolving goals in real time, these agents increase productivity, reduce errors, and deliver more personalized experiences. To manage these complex workflows effectively, agents rely on an orchestration strategy that coordinates interactions with various tools, knowledge source
Ambs Call Center
NOVEMBER 29, 2024
If you aren't standing by to assist when a potential buyer needs your help, you could lose the deal. Yet for many real estate agents, spending more time on the phone simply is not possible.
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.
MiaRec
DECEMBER 3, 2024
Did you know that only 21% of sales calls result in a win, and up to 60% of sales interactions end in indecision? While these facts might be surprising, they also show that there is a lot of room for improvement when it comes to sales performance. This is where AI Insights come in.
CSM Magazine
DECEMBER 3, 2024
Wordwatch , an industry expert in compliance archiving and records management solutions, has today announced that Verint , The CX Automation Company, has joined its partnership programme. Verint has joined the Wordwatch Partner Programme , enabling Verint to expand its financial compliance capabilities to interactions from legacy recording systems.
AnswerConnect
DECEMBER 3, 2024
Using empathy statements in customer service is a powerful way to address concerns and strengthen relationships. Check out these free templates The post 35 empathy statements for customer service (+ free template) appeared first on AnswerConnect Blog.
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