This site uses cookies to improve your experience. To help us insure we adhere to various privacy regulations, please select your country/region of residence. If you do not select a country, we will assume you are from the United States. Select your Cookie Settings or view our Privacy Policy and Terms of Use.
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Used for the proper function of the website
Used for monitoring website traffic and interactions
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Strictly Necessary: Used for the proper function of the website
Performance/Analytics: Used for monitoring website traffic and interactions
Do you sometimes feel like you are playing buzzword bingo when reading anything about AI in the contact center? You are not alone. A lot of customers who have spent a lifetime in the contact center and survived a world of acronyms like AHT, CSAT, and PICINC are feeling alienated in their own world. Like an outsider looking in. When we read the line “Some companies are already making the most of blockchain technologies for more robust security and efficiency within financial transactions and data
ChatGPT and generative AI have captured the attention of individuals and organizations alike. This blog explores the use of AI in data analytics to process, analyze, and derive insights.
In this post, we demonstrate how to efficiently fine-tune a state-of-the-art protein language model (pLM) to predict protein subcellular localization using Amazon SageMaker. Proteins are the molecular machines of the body, responsible for everything from moving your muscles to responding to infections. Despite this variety, all proteins are made of repeating chains of molecules called amino acids.
The immediacy and convenience of live chat has catapulted the technology into a go-to support channel for consumers and an essential tool for businesses. Gone are the days when customers could only get slow and often frustrating support via email or phone. And far gone are the days when agents had little to no information about the customer they were speaking to and were restricted to serving one user at a time.
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
In the ever-evolving world of business, customer service stands as a pivotal pillar in building brand loyalty and ensuring customer satisfaction. This is where IdeasUnlimited, a leading provider of call center support services, carves its niche. With a decade-long history of excellence, IdeasUnlimited has been instrumental in transforming the customer service landscape for businesses worldwide.
Sign up to get articles personalized to your interests!
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
During his tour of Cisco’s PENN1 smart building, Andrew Gilman, Chief Marketing Officer for NWN Carousel–an integrated cloud communications service provider and Cisco partner–had a lightbulb moment.
In today’s business landscape, organizations are increasingly reliant on cloud applications and services to drive growth, collaboration, and innovation. Experts predict businesses will spend nearly $200 billion on software as a service (SaaS) solutions alone in 2023.[1] But despite their growing popularity, cloud technologies create new challenges for network management.
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.
Talking to your Network Embarking on my journey as a network engineer nearly two decades ago, I was among the early adopters who recognized the transformative potential of network automation.
In the dynamic landscape of customer service, where convenience reigns supreme, businesses are increasingly turning to digital self-service tools to meet the evolving needs of their clientele. According to Destination CRM , a staggering 55% of Gen Z and Millennial consumers would opt to use a product or service less if they couldn’t resolve their issues through self-service channels.
In the ever-evolving tapestry of technology, three potent forces are coming together: Artificial Intelligence (AI), Confidential Computing, and Blockchain.
In 2024, the fintech industry finds itself at the forefront of technological evolution, driven by the unprecedented surge in digital transactions. As financial operations become increasingly digitized, the spotlight is firmly on cybersecurity. In this blog, we will delve into the pivotal role of artificial intelligence (AI) in advancing cybersecurity, specifically focusing on fraud detection, and showcase how innovative solutions are essential in safeguarding the integrity of financial transacti
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
The quality management program within any contact center is where the best service centers in the world consistently raise the bar for themselves. Even so, it is often one of the most overlooked core disciplines in a service environment.
A growing number of companies have started to use software to monitor how their teams work and how much they achieve in a given timeframe. Tools like these can help improve efficiency and output by providing insights into daily operations. Collecting employee performance data can help identify improvement areas and set achievable goals for the future.
Businesses are always looking for ways to maximize their technology budgets and minimize waste in the organization. Here are ten ways businesses can avoid overspending on their voice and data technology services: 1. Regularly Review Plans and Usage: Conduct regular audits of your voice and data plans and review your invoices to ensure they align with your actual usage needs.
E-commerce Customer Support: How BPO Can Elevate Your Service Experience Are you an e-commerce business struggling to provide seamless and efficient customer support services? If yes, then you must understand what factors define the success of e-commerce. Primarily, the success of e-commerce or any customer service-related company is measured through increased customer satisfaction and loyalty.
Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Cisco’s advocacy community, Cisco Insider , brings our customers together and provides a way for them to make powerful connections, expand their professional and personal networks, and learn from top e… Read more on Cisco Blogs
Remember the days when call center customer service consisted of endless hold times? Thankfully, those. The post The Evolution of Call Center Software appeared first on TCN.
Establishing trust is essential to conversions for contact center agents. Whether calling new leads or existing customers, preview dialers can improve the customer experience and set your business apart from the competition. While there are many ways to enhance the customer experience (CX), a preview dialer is one of the simplest yet most effective tools a contact center agent can use.
Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
We organize all of the trending information in your field so you don't have to. Join 34,000+ users and stay up to date on the latest articles your peers are reading.
You know about us, now we want to get to know you!
Let's personalize your content
Let's get even more personalized
We recognize your account from another site in our network, please click 'Send Email' below to continue with verifying your account and setting a password.
195 
Let's personalize your content