Beyond Philosophy

SEPTEMBER 19, 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: I have been dealing with a load of tradespeople on my kitchen renovation. The excuses they devise for why something can’t happen are amazing. Today, we will look closer at excuses regarding why people give them and what you can take away from that exchange.

Government 195

Government Accountability Call Center Personalization 195

Upstream Works

SEPTEMBER 19, 2024

Contact center AI can revolutionize the agent experience by automating tasks and process. This blog highlights three use cases. The post 3 Ways Contact Center AI is Redefining the Agent Experience appeared first on Upstream Works.

Contact Center 88

Contact Center 88

Cisco - Contact Center

SEPTEMBER 19, 2024

Cisco has designed our solution to overcome common obstacles by powering a secure, in-office experience anywhere that builds on Cisco's own zero trust journey.

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Interactions

SEPTEMBER 19, 2024

In an era where customer experience (CX) can make or break a brand, companies are increasingly turning to technology and strategic partnerships to stay ahead. A collaboration between a leading insurance provider and Interactions stands out as a prime example of how innovative approaches can transform customer engagement, drive significant cost savings, and empower customers.

Customer Service 62

Customer Service Self service Customer centricity Technology 62

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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.

Customer Experience

Kapta Customer Success

SEPTEMBER 19, 2024

Let's Talk Retention If you are part of an account management team you are probably hyperaware of how important retention is. It’s one of those vital metrics that can be likened to a compass in the vast ocean of customer relations—it guides strategy, informs service improvements, and ultimately measures our success in maintaining fruitful relationships with clients.

Sales 59

Sales Upselling Accountability Metrics 59

Advantage Communications

SEPTEMBER 19, 2024

Understanding the Burst Imagine a scenario: your e-commerce store is gearing up for the holiday shopping season, or your travel agency is preparing for the summer rush. During these periods, your customer inquiries and demands skyrocket. This is where a burst in customer support requirements occurs. Instead of scrambling to hire and train a large in-house team for a temporary surge, businesses are increasingly turning to outsourced customer support burst services.

Customer Experience 52

Customer Experience outsourcing Customer Support Service level 52

CSM Magazine

SEPTEMBER 19, 2024

CloudInteract announces new senior hires to support UK growth and US expansion, as it sets sights on supporting an industry predicted to grow to over USD 22 billion by 2030. CloudInteract , a rapidly growing, UK-based provider of customer experience (CX) platforms, announces a range of senior hires to support its UK growth plans and expansion into the US market.

Customer Service 52

Customer Service Education Enterprise Technology 52

Cisco - Contact Center

SEPTEMBER 19, 2024

Cisco’s vision for the future of Europe’s digital infrastructures. Cisco’s vision for the future of Europe’s digital infrastructures.

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CSM Magazine

SEPTEMBER 19, 2024

Do you remember which online casinos were the most popular among players 5–7 years ago? Many of the past leaders no longer even make it into the top 10 today. Why? The answer is simple—players’ expectations have changed, and newer platforms are being built with these demands in mind. So, let’s check out what actually affects all these rankings and how it all works!

Marketing 52

Marketing Feedback Customer Support Personalization 52

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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.

Contact Center

AWS Machine Learning

SEPTEMBER 19, 2024

Amazon Bedrock Knowledge Bases provides foundation models (FMs) and agents in Amazon Bedrock contextual information from your company’s private data sources for Retrieval Augmented Generation (RAG) to deliver more relevant, accurate, and customized responses. Amazon Bedrock Knowledge Bases offers a fully managed RAG experience. The data sources that can be connected to as knowledge bases are continuously expanding.

APIs 65

APIs Accountability Management Engineering 65

CSM Magazine

SEPTEMBER 19, 2024

As the global climate crisis intensifies, businesses are facing increasing pressure to adopt sustainable practices. Consumers, investors, and even governments are looking more closely at how companies manage their environmental impact. Sustainability has gone from a niche concern to a central pillar of modern business strategy. Today, businesses that ignore sustainability risk losing customers, facing regulatory hurdles, and damaging their reputations.

Education 52

Education Government Transportation Employee engagement 52

AWS Machine Learning

SEPTEMBER 19, 2024

This post is co-written with Meta’s PyTorch team. In today’s rapidly evolving AI landscape, businesses are constantly seeking ways to use advanced large language models (LLMs) for their specific needs. Although foundation models (FMs) offer impressive out-of-the-box capabilities, true competitive advantage often lies in deep model customization through fine-tuning.

Engineering 67

Engineering APIs Scripts Metrics 67

CSM Magazine

SEPTEMBER 19, 2024

An AI callbot is an artificial intelligence system that can automate your contact center and help your agents better handle incoming calls. While some refer to it as a “voice bot,” the technology behind it is actually quite intricate. With the callbot, customer support representatives don’t have to go through a maze of options on an IVR; instead, they can ask, “What can I help you with?

Customer Service 52

Customer Service Wait times Scripts Accountability 52

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!

Customer Experience

CSM Magazine

SEPTEMBER 19, 2024

Running a restaurant is much like the art of spinning plates. Juggling various tasks simultaneously is essential, as even a small slip-up can result in shattered dishes. When executed perfectly, it has the power to leave everyone in awe! There are numerous strategies to enhance operational efficiency. Whether you’re a seasoned pro in the culinary world, crafting your very first business plan for a dining establishment, or diving into the exciting journey of launching a bar.

Customer Experience 52

Customer Experience Upselling Advertising Quality management 52

CSM Magazine

SEPTEMBER 19, 2024

Every business strives for good customer service. But what we define as being ‘good’ nowadays is far beyond what it was five years ago. Given that customer expectations have reached new heights, CX cannot just work ; it has to be exceptional. John Colgan, CEO of Solgari , explains. Customer service agents are the key to this milestone, however CX faces one of the highest attrition rates in any business.

Customer Service 52

Customer Service Technology Customer Experience 52

CSM Magazine

SEPTEMBER 19, 2024

The Chief Technology Officer (CTO) as a Service model has gained significant traction in recent years, especially among startups and small to medium enterprises (SMEs). This approach allows companies to leverage the expertise of a seasoned CTO without incurring the costs and commitments associated with hiring a full-time executive. The service typically encompasses strategic oversight of technology decisions, innovation management, and alignment of technology with business goals.

outsourcing 52

outsourcing Government Education Technology 52