Cyara
NOVEMBER 2, 2023
Our expectations for services and the customer journey we experience have changed a lot over the past number of years. We now expect these services much more quickly.
Beyond Philosophy
NOVEMBER 2, 2023
Stanford Professor Itamar Simonson is very clever. He brought snacks to class for his students. However, he wasn’t just being cool; he used them for research. Professor Simonson learned that sometimes, we don’t want to make a choice or at least not a new one. Once we settle on an option, we stick with it if we must make the same one again.
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ShepHyken
NOVEMBER 2, 2023
This week, we feature an article by Jessica Collier, VP of Growth Marketing at Assembly Software. She writes about how you can align customer service and sales in your organization. More often than not, when we think of customer service, we tend to picture post-purchase tasks and activities, such as returns, refunds, exchanges, delivery information, and the like.
AWS Machine Learning
NOVEMBER 2, 2023
Recently, teachers and institutions have looked for different ways to incorporate artificial intelligence (AI) into their curriculums, whether it be teaching about machine learning (ML) or incorporating it into creating lesson plans, grading, or other educational applications. Generative AI models, in particular large language models (LLMs), have dramatically sped up AI’s impact on education.
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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.
24-7 InTouch
NOVEMBER 2, 2023
Winnipeg, MB – November 2, 2023 – IntouchCX, a global leader in contact center and technology solutions, has announced the appointment of Mitul Kotecha and Shane Kozlowich as its new Co-Chief Executive Officers. Kotecha and Kozlowich, who have both been with the company for over a decade, bring a wealth of experience to the role. This leadership change follows Greg Fettes’ immediate transition from Chief Executive Officer to his new role as Executive Chairman of IntouchCX and Laivly,
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Cisco - Contact Center
NOVEMBER 2, 2023
Imagine a world where IT isn’t a labyrinth of complexity but instead a streamlined highway to innovation. That world isn’t a pipe dream—it’s a SASE-enabled reality.
LiveVox
NOVEMBER 2, 2023
In the landscape of Artificial Intelligence (AI), ChatGPT emerged as a transformative force that is reshaping how businesses engage with customers and optimize their contact center operations. But what kind of AI is ChatGPT? In this comprehensive guide, we’ll dive into the specifics of ChatGPT, its capabilities, and how it can be harnessed to elevate […] The post Exploring OpenAI’s ChatGPT: Uses For Customer Experience and Contact Center Operations appeared first on LiveVox.
Cisco - Contact Center
NOVEMBER 2, 2023
In just a few days, we’ll be together for Cisco Partner Summit 2023, in-person in Miami Beach and digitally, November 7-8.
kommunicate
NOVEMBER 2, 2023
Last Updated on November 3, 2023 We all know how chatbots are powerful virtual agents that can help you in a myriad of tasks, including automating customer support, answering FAQs, etc. We have also seen how CRM systems can help you grow your business swiftly, and how a powerful synergy of CRMs and Chatbots can [.] The post Convert your Salesforce FAQ into a Chatbot appeared first on Kommunicate Blog.
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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.
Cisco - Contact Center
NOVEMBER 2, 2023
I think about mental health a lot. It’s funny – you don’t think about it at all until it starts failing you. Then, it’s pretty much all you can think about.
SoliCall
NOVEMBER 2, 2023
Remote work has become increasingly common during the COVID pandemic but also afterwards. It goes without saying that technology is the key enabler for this phenomenon. For example, fast internet access and SAAS solutions make remote work very similar to work in the office. In addition, in the last few years, AI-powered tools became invaluable in enhancing the productivity of remote workers.
Cisco - Contact Center
NOVEMBER 2, 2023
Cisco Full-Stack Observability solves the modern downtime dichotomy where IT teams are running blind to the end user experience.
Concentrix
NOVEMBER 2, 2023
Implementing the latest brand loyalty strategies can take you one step closer to achieving brand love with your customers. Here's how.
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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.
Vistio
NOVEMBER 2, 2023
By Tom Benton, Vistio Head of Operations Here at Vistio, we’ve always been focused on building technology that helps contact centers get the most out of their agents. Obviously, the job of an agent is very difficult, and we’ve found in our decades of experience working with contact centers, that by improving the training agents receive, and then providing real-time on-the-job assistance, you can significantly reduce the stress and frustration agents feel while simultaneously improving the
Concentrix
NOVEMBER 2, 2023
Implementing the latest brand loyalty strategies can take you one step closer to achieving brand love with your customers. Here's how.
Vistio
NOVEMBER 2, 2023
Whether you’re creating a customer journey map or leading a customer experience transformation, you can’t do it alone. You need other people to buy-in and take action on your CX initiatives to achieve your CX vision.
Genroe
NOVEMBER 2, 2023
"Discover why AI-driven chat tools are making FAQs obsolete and transforming customer service for the better. Embrace the future of support now! The post Why Generative AI Chat Has Replaced FAQs appeared first on Genroe | Customer Experience | Net Promoter Score.
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
Balto
NOVEMBER 2, 2023
Modern enterprise contact center solutions utilize Artificial Intelligence (AI) and Machine Learning (ML) to identify customer pain points, the causes of low scores, and why your customers aren’t satisfied with their experience with your company. They also provide you with actionable insights that drive your decision-making and help you build a customer-first culture in your contact center.
CSM Magazine
NOVEMBER 2, 2023
Miami and Palo Alto, Foundever a global leader in the customer experience (CX) industry, has announced a new strategic partnership with Zenarate, the leading AI Simulation Training solution for customer-facing agents. The two organizations seek to leverage state-of-the-art technology to transform employee training within the customer experience industry.
Nicereply
NOVEMBER 2, 2023
Response bias can cloud our view of genuine feedback. To make informed decisions, we must look beyond the distortion and truly hear our customers. One of the main challenges in creating effective surveys is identifying and eliminating potential response bias questions and ensuring genuine and candid responses from participants. Understanding response bias psychology is crucial for marketers, as it highlights the underlying motivations and cognitive processes that can skew survey data.
CSM Magazine
NOVEMBER 2, 2023
Lesley Avinou, Group Director of Client Partnerships, Sigma Connected Business outsourcing provider Sigma Connected has announced the appointment of Lesley Avinou into the newly-created role of Group Director of Client Partnerships. In her new role, customer experience expert Lesley Avinou will lead the evolution of client relationship management across all locations including UK, Australia and USA.
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!
Cisco - Contact Center
NOVEMBER 2, 2023
St. Louis CITY SC could hardly have asked for a more picture-perfect inaugural season — a first-place finish in the Western Conference and the top seed in the 2023 MLS Cup Playoffs.
CSM Magazine
NOVEMBER 2, 2023
In today’s competitive business landscape, the quality of customer service can be the differentiator between a company that thrives and one that struggles to retain its clientele. For those armed with a Bachelor of Science in Communication, the tools and insights they’ve gained can be invaluable for revolutionizing the customer service arena.
Cisco - Contact Center
NOVEMBER 2, 2023
To celebrate Hispanic Heritage Month, Cindy Valladares and Laura Elena Garza discussed their experiences as Latinas in tech.
Hodusoft
NOVEMBER 2, 2023
How Multi-Tenant PBX Systems Are Useful for UCaaS Service Providers The advent of multi-tenant PBX systems has revolutionized Unified Communications as a Service (UCaaS) space. As per a GlobeNewswire report , the multi-tenant UCaaS market is projected to grow almost 20 percent through 2030 because of the rapid adoption of remote working. At HoduSoft, we have years of experience and proven track record of providing multi-tenant PBX systems to UCaaS service providers.
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
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