Helpware
AUGUST 22, 2024
As customers are expecting more than ever, the competition is getting tougher, whether you're running a physical store or an online business. Brands, therefore, need to pull out all the stops to find ways to improve customer loyalty and nurture each relationship.
Beyond Philosophy
AUGUST 22, 2024
Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Artificial Intelligence (AI) has some excellent applications in Customer Experience , applications that can transform the processes in customer interactions. However, after all the sci-fi we have grown up watching, it is natural to wonder what the entrance of AI will mean for the humans involved.
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AWS Machine Learning
AUGUST 22, 2024
Amazon Q Business is a conversational assistant powered by generative artificial intelligence (AI) that enhances workforce productivity by answering questions and completing tasks based on information in your enterprise systems, which each user is authorized to access. In an earlier post, we discussed how you can build private and secure enterprise generative AI applications with Amazon Q Business and AWS IAM Identity Center.
Ambs Call Center
AUGUST 22, 2024
Imagine a sudden power outage hitting your office, or a natural disaster like a flood affecting your operations. These situations can bring your business to a standstill, but they are not the same. Which is why, unlikely as they are, it's important to understand the differences between the two situations respectively: business continuity and disaster recovery.
Advertiser: ZoomInfo
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.
AWS Machine Learning
AUGUST 22, 2024
This post is co-written with Matt Marzillo from Snowflake. Today, we are excited to announce that the Snowflake Arctic Instruct model is available through Amazon SageMaker JumpStart to deploy and run inference. Snowflake Arctic is a family of enterprise-grade large language models (LLMs) built by Snowflake to cater to the needs of enterprise users, exhibiting exceptional capabilities (as shown in the following benchmarks ) in SQL querying, coding, and accurately following instructions.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
AWS Machine Learning
AUGUST 22, 2024
Building a deployment pipeline for generative artificial intelligence (AI) applications at scale is a formidable challenge because of the complexities and unique requirements of these systems. Generative AI models are constantly evolving, with new versions and updates released frequently. This makes managing and deploying these updates across a large-scale deployment pipeline while providing consistency and minimizing downtime a significant undertaking.
Cisco - Contact Center
AUGUST 22, 2024
Adopting AI requires a measured approach. Gartner outlines 5 phases to avoid major pitfalls and maximize chances of successful AI implementation.
AWS Machine Learning
AUGUST 22, 2024
This post is co-written with Sneha Godbole and Kate Riordan from Verisk. Verisk (Nasdaq: VRSK) is a leading strategic data analytics and technology partner to the global insurance industry. It empowers its customers to strengthen operating efficiency, improve underwriting and claims outcomes, combat fraud, and make informed decisions about global risks, including climate change, extreme events, sustainability, and political issues.
MiaRec
AUGUST 22, 2024
As a contact center manager, you know that manually creating agent schedules is tedious and time-consuming. The alternative is to automate using a Workforce Management (WFM) solution, which can be cost-prohibitive if you aren't using it to its full capacity. Having been a contact center manager myself in my previous career, I have spent countless hours pouring over Excel sheets to ensure that I not only accommodate all the scheduling restraints of the contact centers, but also give every agent f
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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.
AWS Machine Learning
AUGUST 22, 2024
Amazon Q Business is a generative artificial intelligence (AI)-powered assistant designed to enhance enterprise operations. It’s a fully managed service that helps provide accurate answers to users’ questions while honoring the security and access restrictions of the content. It can be tailored to your specific business needs by connecting to your company’s information and enterprise systems using built-in connectors to a variety of enterprise data sources.
Help Scout
AUGUST 22, 2024
We all have an idea of what great service means. Respect, speed, accuracy, helpfulness. But cultural differences can affect the way the service is delivered and how it is received. As AI takes on some support work, will it be culturally competent?
3CLogic
AUGUST 22, 2024
Finding the right Contact Center as a Service (CCaaS) vendor for your organization's unique needs can seem like a daunting and difficult task. How do you find a solution that helps improve workflow efficiency, boost agent productivity, and drive personalized CX or EX at scale – all while also reducing operational costs? Per Gartner, “Effective cost optimization is not about large-scale, dramatic cuts in cost, but rather, efficient use of resources from day to day.
Zappix
AUGUST 22, 2024
The White House recently launched the “Time is Money” initiative, a broad effort to alleviate the everyday frustrations that many Americans face when dealing with corporate processes that waste time and money. The initiative addresses common issues such as difficulties in canceling subscriptions, long hold times for customer service, and complex refund procedures.
Advertiser: ZoomInfo
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!
CSM Magazine
AUGUST 22, 2024
Shangri-La has been ranked as Singapore’s top customer service provider in a new survey conducted by The Straits Times and Statista. The survey evaluated customer service across various sectors, with over 5,500 respondents participating. Premium hotels, amusement parks, and high-end restaurants continued to excel in customer service, outperforming other categories.
Advantage Communications
AUGUST 22, 2024
As startups strive to establish themselves in the competitive business landscape, they often face resource constraints and the need to optimize their operations. To overcome these obstacles and achieve sustainable growth, many startups have turned to Business Process Outsourcing (BPO). BPO helps startups streamline their work, cut costs, and focus on what's most important.
CSM Magazine
AUGUST 22, 2024
Middlesbrough College, Northern Skills, and Sage have partnered to create an award-winning apprenticeship program with a core focus on refining customer service skills. Following its success at the NECCA, this pioneering program brought forth a slew of outstanding results, showcasing apprentices’ aptitude for resolving issues promptly, with a staggering 90.1% rate of success on the first try.
Concentrix
AUGUST 22, 2024
Explore how innovations in insurance industry practices, like smart technologies, generative AI, and digital transformation are driving disruption.
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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.
CSM Magazine
AUGUST 22, 2024
Shangri-La has been ranked as Singapore’s top customer service provider in a new survey conducted by The Straits Times and Statista. The survey evaluated customer service across various sectors, with over 5,500 respondents participating. Premium hotels, amusement parks, and high-end restaurants continued to excel in customer service, outperforming other categories.
Concentrix
AUGUST 22, 2024
Dive into our research to discover how global enterprise executives are assessing the transformational impact of generative AI and what’s holding them back.
CSM Magazine
AUGUST 22, 2024
With today’s current business world being more competitive and complex, employee engagement cannot be taken lightly. In essence, employee engagement positively affects employees’ job performance, levels of satisfaction and organisational commitment. When existing traditional full-service work models have shifted to a remote and hybrid work environment, engaging the employees became a challenge.
CSM Magazine
AUGUST 22, 2024
Customer support representatives are vital resources for businesses focused on customer satisfaction because this role directly affects customer experiences, loyalty, and success. That’s why companies are increasingly using behavioral interviewing to select the best candidates. This technique assesses how candidates have handled past situations to predict future performance.
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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.
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