ShepHyken

NOVEMBER 20, 2020

The vision document is critical to set the direction for your team, so you need to make it clear. Also, make it available at all times through your company’s document sharing service. Include an explanation of each touchpoint in a separate document. The flow must have different touchpoints based on the customer’s answers.

Customer Service 378

Customer Service Chatbots Education Feedback 378

AWS Machine Learning

NOVEMBER 15, 2024

Principal wanted to use existing internal FAQs, documentation, and unstructured data and build an intelligent chatbot that could provide quick access to the right information for different roles. As Principal grew, its internal support knowledge base considerably expanded.

Chatbots 113

Chatbots Engineering Enterprise Government 113

AWS Machine Learning

NOVEMBER 7, 2024

Access to car manuals and technical documentation helps the agent provide additional context for curated guidance, enhancing the quality of customer interactions. The workflow includes the following steps: Documents (owner manuals) are uploaded to an Amazon Simple Storage Service (Amazon S3) bucket.

APIs 116

APIs Enterprise Automotive Customer Support 116

Beyond Philosophy

SEPTEMBER 19, 2020

Use Customer Science to document how your efforts work or don’t. appeared first on CX Consulting. The pandemic accelerated changes for all businesses over the past few months, including increased cloud computing use, digital transformations, and the impending rollout of 5G. This podcast is produced by Resonate Recordings.

Finance 396

Finance Big data Consulting Consulting 396

AWS Machine Learning

MARCH 18, 2025

Site monitors conduct on-site visits, interview personnel, and verify documentation to assess adherence to protocols and regulatory requirements. However, this process can be time-consuming and prone to errors, particularly when dealing with extensive audio recordings and voluminous documentation.

Healthcare 97

Healthcare Analytics Consulting Consulting 97

AWS Machine Learning

FEBRUARY 6, 2024

A key part of the submission process is authoring regulatory documents like the Common Technical Document (CTD), a comprehensive standard formatted document for submitting applications, amendments, supplements, and reports to the FDA. The tedious process of compiling hundreds of documents is also prone to errors.

Government 116

Government APIs industry solution Education 116

AWS Machine Learning

MAY 1, 2024

This post presents a solution for developing a chatbot capable of answering queries from both documentation and databases, with straightforward deployment. For documentation retrieval, Retrieval Augmented Generation (RAG) stands out as a key tool. Virginia) AWS Region. The following diagram illustrates the solution architecture.

Chatbots 115

Chatbots APIs Engineering Automotive 115

Beyond Philosophy

JUNE 15, 2017

Whether that means making documents of public record easy to find or telling the organization’s story or even using social media to communicate information, being honest with your Millennial employees will do a lot to build a relationship of trust that can foster employee engagement. Embrace transparency.

Employee engagement 364

Employee engagement Consulting Consulting Customer Experience 364

AWS Machine Learning

AUGUST 21, 2024

Today, physicians spend about 49% of their workday documenting clinical visits, which impacts physician productivity and patient care. LMA for healthcare is an extended version of the Live Meeting Assistant solution that has been adapted to generate clinical notes automatically during virtual doctor-patient consultations.

Healthcare 99

Healthcare Consulting Consulting APIs 99

TeleDirect

JANUARY 30, 2025

Time-Consuming Administrative Tasks Attorneys and legal staff spend a significant amount of time fielding calls, scheduling consultations, and handling client inquiries, reducing their availability for case preparation and court proceedings. Clients can book consultations without delays. Automated reminders reduce no-shows.

Call Center 119

Call Center outsourcing Consulting Consulting 119

Beyond Philosophy

JANUARY 24, 2018

For several decades, corporations and employee consulting and research companies, have been focused on engagement, essentially the fit, alignment, and productivity of human resources in achieving company objectives. It’s time to re-think the assumptions of how both employee satisfaction and engagement impact customer behavior.

Enterprise 250

Enterprise Consulting Consulting Employee engagement 250

AWS Machine Learning

MAY 31, 2023

Now, Amazon Translate offers real-time document translation to seamlessly integrate and accelerate content creation and localization. This feature eliminates the wait for documents to be translated in asynchronous batch mode. This feature eliminates the wait for documents to be translated in asynchronous batch mode.

Consulting 88

Consulting Consulting APIs Marketing 88

Call Design

APRIL 13, 2021

In this role you will be responsible for delivering Aspect WFM training and consulting for both new and existing customers of Call Design at one end of the spectrum to consulting with customers around industry best WFO practices at the other. Complete all required project documentation in the agreed timeframes. Applications.

Consulting 78

Consulting Consulting Management Sales 78

Beyond Philosophy

JUNE 8, 2018

Agents were telling customers “Your documents should be with you in four to five business days.” Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Have you made a hidden change that has improved your CX? Let us know in the comments below.

Consulting 321

Consulting Consulting Customer Experience Technology 321

AWS Machine Learning

MARCH 19, 2025

AWS customers and partners innovate using Amazon Q Business in Europe Organizations across the EU are using Amazon Q Business for a wide variety of use cases, including answering questions about company data, summarizing documents, and providing business insights. text, pdf, images, tables).

Government 89

Government Enterprise Wait times Engineering 89

Beyond Philosophy

JUNE 25, 2021

The idea is that if you have documentation proving that you’ve got the vaccine, you could have these privileges. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Follow Colin Shaw on Twitter @ColinShaw_CX. Forbes.com.

Customer Experience 383

Customer Experience Airlines Consulting Consulting 383

AWS Machine Learning

MARCH 27, 2025

Lets say the task at hand is to predict the root cause categories (Customer Education, Feature Request, Software Defect, Documentation Improvement, Security Awareness, and Billing Inquiry) for customer support cases. We suggest consulting LLM prompt engineering documentation such as Anthropic prompt engineering for experiments.

Education 94

Education Engineering APIs Enterprise 94

AWS Machine Learning

DECEMBER 6, 2023

Such data often lacks the specialized knowledge contained in internal documents available in modern businesses, which is typically needed to get accurate answers in domains such as pharmaceutical research, financial investigation, and customer support. For example, imagine that you are planning next year’s strategy of an investment company.

Analytics 114

Analytics APIs Engineering Construction 114

ShepHyken

FEBRUARY 8, 2019

In my past experience as both a consultant and owner/operator of a BPO, I understand that CSAT surveys tend to get all the attention. You can do that by listening to recordings, reviewing e-mail threads or any other documentation of the customer interaction. Of course, this is with good reason.

Feedback 254

Feedback Customer Experience Abandon rate Surveys 254

TechSee

FEBRUARY 19, 2025

Remote and Digital Sales Jen schedules a remote consultation through the FiberCo website. Steve, a remote consultant at FiberCo, uses TechSee’s live video capabilities to visually connect with Jen, establishing a personal relationship as he assesses her connectivity needs. Want to learn more? Heading to MWC?

Consulting 109

Consulting Consulting CRM Upselling 109

ChurnZero

APRIL 13, 2020

ChurnZero Partners with ESG to Offer Digital Customer Success Strategy Consulting Services. Documented digital communication workflow(s). Up to two additional hours of digital Customer Success consulting. ESG is now offering a Digital Customer Success Starter Pack to augment ChurnZero customers’ bandwidth.

Consulting 98

Consulting Consulting Chief Customer Officer Construction 98

Beyond Philosophy

OCTOBER 22, 2020

We discovered that after placing an order, the insurance company agent would tell the customers, “Your policy documents should be with you within five days.” We had the agents say instead, “Your policy documents will be with you within five days.” ” It was the word “should.”

Journey mapping 286

Journey mapping Consulting Consulting Advertising 286

Beyond Philosophy

DECEMBER 22, 2015

Beyond video, there’s documented proof of how all elements of content can effectively leverage customer behavior. appeared first on Beyond Philosophy | CX Consultants | Customer Experience. In another study, embedding video on site landing pages increased conversion rates by 80%.

Marketing 231

Marketing Engineering Consulting Consulting 231

CCNG

DECEMBER 6, 2020

Veteran consultants with experience to guide clients through complex projects and transition to cloud.

Omni-channel support 195

Omni-channel support Contact Center Technology voip 195

CCNG

JULY 19, 2023

Drawing from my 15 years of experience in consulting and training Workforce Optimization (WFO) teams, I’ve discovered that crafting a forecast that yields effective outcomes is a fundamental challenge when implementing Workforce Management (WFM) into the back office. Document conversations and monitor for inconsistencies.

Workload forecasts 195

Workload forecasts CCNG Consulting Consulting 195

DMG Consulting

MARCH 13, 2025

Self-Service: GenAI-Enabled Conversational AI Solutions Source: DMG Consulting LLC, March 2025 Many CAI solutions started as customer-facing self-service applications; however, emerging CAI platforms also deliver agent assist tools to augment employee performance. appeared first on DMG Consulting.

Interactive Voice Response 62

Interactive Voice Response Self service Virtual Agent Consulting 62

Education Services Group

APRIL 13, 2020

Documented digital communication workflow(s). Up to two additional hours of Digital Customer Success consulting. The post ESG Partners with ChurnZero to Offer Digital Customer Success Strategy Consulting Services appeared first on ESG. Includes assessment readout and scorecard. Includes copywriting and one round of edits.

Consulting 89

Consulting Consulting Chief Customer Officer Construction 89

CCNG

MARCH 23, 2022

This includes the documentation of customer interactions in a company-wide CRM tool and access to delivery schedules and product details. David is a regular contributing CCNG member who started his practice Customer Centered Consulting Group over 20 years ago to improve customer service and process efficiency.

CCNG 195

CCNG Call Center Education Self service 195

Steve DiGioia

SEPTEMBER 16, 2016

Today’s guest post is by Ben Motteram , the Principal at CXpert, a customer experience consulting company. So we give tenants real time access to our systems to enable them to lodge and track maintenance, check their payment history and status, review their tenancy documentation and a range of other features. Thanks Ben!

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

CCNG

OCTOBER 25, 2023

Alignment between business requirements documentation and key success factors is critical for successful decision-making within business units. Her consulting practice offers a unique delivery for operationalizing customer experience improvement at every touchpoint.

CCNG 195

CCNG Technology Employee engagement Government 195

Beyond Philosophy

SEPTEMBER 8, 2015

So I wrote a post about how little changes to the experience, i.e. adding vanilla scent to the documents they were working with changed the emotional reactions of women to a certain, anxiety-inducing situation. The post How I got 200,000 LinkedIn Followers appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

Consulting 231

Consulting Consulting Marketing Personalization 231

ShepHyken

MARCH 31, 2017

In-N-Out also has carefully documented and trained procedures for nearly every facet of its operation that ensure a consistent and high-quality product and experience. Jeff Toister is a consultant, trainer, and author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service.

Consulting 242

Consulting Consulting Customer Service 242

ShepHyken

JANUARY 18, 2022

This could be as simple as a one-page document that gives everybody in the team clarity on what the expectations are. ” About: Adrian Brady-Cesana has been working in customer experience, customer success, consulting with organizations for the past 15+ years. Process: Have a living playbook and a CX journey map.

Journey mapping 205

Journey mapping Average Handle Time Feedback Consulting 205

Beyond Philosophy

JUNE 1, 2015

In another well-documented example, a retailer has used its loyalty program data to identify future mothers before other chains, thus targeting offers to capture both their regular spend and new category purchases as buying habits evolve. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Airlines 210

Airlines Entertainment Consulting Consulting 210

Callminer

JULY 22, 2020

If an employee is being dismissed due to performance concerns, you should keep all documentation on file such as data from quality assurance software solutions or performance monitoring reports, as well as any documentation from agent coaching sessions. How are termination letters handled within your organization?

Call Center 182

Call Center Customer Service Best practices Coaching 182

AWS Machine Learning

MAY 24, 2023

Intelligent document processing (IDP) is a technology that automates the processing of high volumes of unstructured data, including text, images, and videos. The system is capable of processing images, large PDF, and documents in other format and answering questions derived from the content via interactive text or voice inputs.

Banking 79

Banking APIs Engineering Accountability 79

AWS Machine Learning

FEBRUARY 10, 2025

Current challenges faced by enterprises Modern enterprises face numerous challenges, including: Managing vast amounts of unstructured data: Enterprises deal with immense volumes of data generated from various sources such as emails, documents, and customer interactions.

Enterprise 65

Enterprise APIs Government Healthcare 65