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Redefining the Contact Center with Jonathan Rosenberg

ShepHyken

How does AI contribute to transforming contact center agents into brand ambassadors? Why is empathy important in customer service interactions, and how can AI complement this human trait? How does generative AI reduce labor costs in contact centers while maintaining human involvement?

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From Trends to Transformation: The AI-First Contact Center

CCNG

A convergence of technology, labor, business, and consumer trends is fundamentally reshaping customer service, demanding a new strategy for success. Today’s customer service remains largely stuck in its historical focus on phone calls, human agents and deflection. AI plays a crucial role in this CX transformation.

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From Contact Center to Customer Experience Center – Are You Ready?

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This shift is driven by advancements in AI, automation, and data analytics, which are reshaping how businesses engage with their customers (McKinsey). The key is integrating AI and human expertise to drive better customer and agent experiences while managing costs effectively.

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The Efficiency Equation: Tackling Hidden Costs in Contact Centers

CCNG

Poorly managed contact center QA programs can lead to costly inefficiencies. The Efficiency Equation: Tackling Hidden Costs in Contact Centers Many contact centers today struggle with inefficiencies stemming from inconsistent processes and poorly defined performance standards.

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An Introduction to AI in Customer Service

Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.

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Breaking Down Silos: The Key Role of Customer Service Leaders and Knowledge Management in Driving Success

CCNG

Siloed decision-making is driving up costs and damaging the customer experience. When customer service, IT, and marketing operate independently, inefficiencies grow, progress stalls, and customer interactions suffer. Customer service leaders must be included in strategic decisions to break down silos.

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7 Reasons ChatGPT Alone Can’t Deliver the Customer Service You Need

CCNG

The short answer is ChatGPT will not replace Conversational AI, particularly for customer service and contact center use cases. 7 Showstoppers for a pureplay ChatGPT bot in Customer Service Conversational AI is a conversational interface used for interacting with software, designed around business needs.

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New Thinking About an Old Problem - Contact Center Employee Attrition

Discover a new approach to reducing contact center attrition with our in-depth eBook. Elevate your contact center with our insights and practical recommendations, paving the way for reduced turnover, improved morale, and superior customer service. Download now and transform your management strategy.

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Turn Your Contact Center Into a Profit Machine with AI

Every year, $75 billion is lost to bad customer service — and your business could be bleeding loyalty without realizing it. Imagine instant answers, 24/7 self-service, faster resolutions, and skyrocketing satisfaction scores. AI is rewriting the rules. It’s not the future; it’s happening now. Early adopters win big.

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The Innovator’s Guide to the Digital-first Contact Center

In the contact center industry, first-generation digital channels like email and web chat have seen significant adoption, along with video chat and co-browsing capabilities. However, customers are rapidly moving beyond these channels, seeking next-generation options.

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Next-Gen Cloud Contact Centers For Dummies®

What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

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The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.

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Using AI to Empower Contact Center Agents and Improve CX and EX

For years now, contact center admins and supervisors have leveraged bots to improve customer and employee experiences but we are at the beginning of a completely new paradigm regarding increased speed and efficiency. Implementing a modern contact center solution, powered by AI, can give contact centers a competitive advantage.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

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60-Day Plan: Practical Upgrades for Your Remote Contact Center

Speaker: Roger Lee, VP Customer Success, Gridspace

As a result of COVID-19, contact centers are grappling with new challenges related to a remote agent workforce: agent absenteeism, long hold times, poor home internet and audio quality, less oversight and new security and privacy risks -- all on top of unique customer demands. Providing data-driven coaching in live calls.