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.
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.
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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.
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
Take a closer look at the 200-301 CCNA v1.1 exam update, get tips for exam success, and track down the latest learning resources.
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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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.
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.
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.
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?
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.
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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.
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
Dive into our research to discover how global enterprise executives are assessing the transformational impact of generative AI and what’s holding them back.
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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.
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
Explore how innovations in insurance industry practices, like smart technologies, generative AI, and digital transformation are driving disruption.
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.
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!
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