SmartAction

DECEMBER 12, 2023

At SmartAction, we believe in the power of change. It’s not just about adapting to the evolving market; it’s about leading the charge. Today, we are excited to share with you a significant milestone in our journey — the launch of our brand refresh. This isn’t merely a change in our logo or colors; it’s a reflection of our growth, our learning, and our renewed commitment to delivering outstanding AI-powered customer service solutions.

industry standards 79

industry standards Customer Service Automotive Virtual Agent 79

ShepHyken

DECEMBER 12, 2023

Customer service and customer experience (CX) are more than what happens after the sale. It’s not just a department to call when there is a problem. It actually begins long before a customer ever makes a purchase. Then, there’s the experience during the sales process and what happens after the sale, which could include a typical customer support call and more.

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Sales Customer Experience Customer Service Customer Support 249

AWS Machine Learning

DECEMBER 12, 2023

Vodafone is transitioning from a telecommunications company (telco) to a technology company (TechCo) by 2025, with objectives of innovating faster, reducing costs, improving security, and simplifying operations. Thousands of engineers are being onboarded to contribute to this transition. By 2025, Vodafone plans to have 50% of its global workforce actively involved in software development, with an objective to deliver 60% of digital services in-house.

Telecommunications 128

Telecommunications Engineering Chatbots CRM 128

ConvergeOne

DECEMBER 12, 2023

Whenever we talk to insurers, whether boardroom CEOs or small-time independent brokers, the buzz is all about major disruptions hitting the industry. Everyone is chiming in about telematics, automated cars, Insuretech, “insurance as a service” platforms, you name it. Many are plain scared their business lines are not built for long-term success, and there’s some legitimacy to this fear.

APIs 108

APIs Enterprise Surveys Technology 108

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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.

Contact Center

AWS Machine Learning

DECEMBER 12, 2023

The launch of ChatGPT and rise in popularity of generative AI have captured the imagination of customers who are curious about how they can use this technology to create new products and services on AWS, such as enterprise chatbots, which are more conversational. This post shows you how you can create a web UI, which we call Chat Studio, to start a conversation and interact with foundation models available in Amazon SageMaker JumpStart such as Llama 2, Stable Diffusion, and other models availabl

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Chatbots Enterprise APIs Best practices 126

AWS Machine Learning

DECEMBER 12, 2023

Large language models (or LLMs) have become a topic of daily conversations. Their quick adoption is evident by the amount of time required to reach a 100 million users, which has gone from “4.5yrs by facebook” to an all-time low of mere “2 months by ChatGPT.” A generative pre-trained transformer (GPT) uses causal autoregressive updates to make prediction.

Scripts 124

Scripts Engineering Big data Management 124

SQM Group

DECEMBER 12, 2023

This blog will compare these three tools and demonstrate how each contributes to optimizing performance and elevating overall efficiency.

Call Center 102

Call Center 102

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. While some aspects are enduring, each year brings new opportunities and challenges that shift the landscape. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies.

Customer Service 86

Customer Service Chatbots APIs Government 86

Cyara

DECEMBER 12, 2023

Round-trip time (RTT) is an important metric that can indicate the quality of communications available between two end-points. It’s a metric that our team often discusses with customers because it directly relates to the service quality experienced. RTT can be impacted by a range of design decisions, especially concerning network topology. However, there is some confusion around what exactly RTT is, how it relates to latency, how it can impact your service, and how you can improve it.

Metrics 76

Metrics Customer Experience 76

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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.

Analytics

Cisco - Contact Center

DECEMBER 12, 2023

Last week, Cisco shared the news that we’ve achieved our ten-year goal to positively impact one billion lives through the Cisco Foundation, Social Impact grants, and Networking Academy – one year ahe… Read more on Cisco Blogs

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Win the Customer

DECEMBER 12, 2023

In today’s fast-paced digital landscape, the customer journey spans various touchpoints and channels. Businesses strive to deliver seamless experiences across these platforms, yet the challenge of maintaining consistency and personalization persists. Enter generative AI—a game-changer in revolutionizing customer experience across omnichannel environments.

Personalization 69

Personalization Customer Experience Technology Management 69

Blueship Call Center

DECEMBER 12, 2023

During its early stages, business process outsourcing (BPO) has become a well-recognised method utilised by organisations across several industrial sectors. The idea of outsourcing first surfaced as a way to relieve businesses of the burden of handling non-core operations, which may include everything from payroll and human resources to finance and accounting.

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outsourcing Call Center Business Process Outsourcing Contact Center 73

Cisco - Contact Center

DECEMBER 12, 2023

As a Londoner, it was slightly bitter-sweet to see London highlighted in the opening line of the INRIX Global Traffic Scorecard for 2022.

Transportation 98

Transportation 98

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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

DMG Consulting

DECEMBER 12, 2023

Humans Vs. Bots Donna Fluss talks about if humans and bots can coexist in the contact center. The post Humans Vs. Bots appeared first on DMG Consulting.

Consulting 62

Consulting Consulting Contact Center 62

SmartAction

DECEMBER 12, 2023

At SmartAction, we believe in the power of change. It’s not just about adapting to the evolving market; it’s about leading the charge. Today, we are excited to share with you a significant milestone in our journey — the launch of our brand refresh. This isn’t merely a change in our logo or colors; it’s a reflection of our growth, our learning, and our renewed commitment to delivering outstanding AI-powered customer service solutions.

industry standards 52

industry standards Customer Service Automotive Virtual Agent 52

Acquire BPO

DECEMBER 12, 2023

We’re excited to share that Outsource Accelerator (UVPM: 9,780 | Domain Authority: 44) featured Acquire BPO’s US headquarters announcement! See linked here: Acquire opens HQ in Texas, to hire over 130 employees. The post Outsource Accelerator appeared first on Acquire BPO.

outsourcing 52

outsourcing 52

Vistio

DECEMBER 12, 2023

High training costs, high attrition, agent burnout, and outdated systems get in the way of empowering agents to provide excellent customer service. So, how best to fix these issues to boost agent productivity and morale?

Agent burnout 52

Agent burnout Morale Customer Experience Customer Service 52

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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.

Customer Experience

24-7 InTouch

DECEMBER 12, 2023

In our partnership with a multinational e-commerce company, we were chosen to provide digital annotation and data labeling services, based on our highly successful performance across various other lines of business with the brand. Since the brand’s app is still fairly new and is constantly being improved and further developed, introducing annotation and labeling was an important next step to ensure buyers leveraging the app have the best possible experience.

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Cincom

DECEMBER 12, 2023

Unlocking a Better Customer Experience With a Modern Customer Communication Management System Traditional customer communication solutions often mean siloed applications based on in-house, custom-developed code that can be challenging to integrate and costly to support. But all that’s changed. Today’s customer communications solutions for insurers integrate with core platforms to help drive greater value and a better customer experience (CX) in a way that’s flexible and easy to maintain.

Customer Experience 52

Customer Experience Management APIs Personalization 52

CSM Magazine

DECEMBER 12, 2023

Sabio Group, the global digital experience transformation services specialist, has successfully migrated more than 4,600 contact centre agents across four entities for a major utilities company in France – two months ahead of schedule. In a recently published case study, the Genesys Cloud project with ENGIE was delivered two months ahead of the 12-month timeframe, exemplifying Sabio’s expertise in delivering rapid Genesys Cloud deployments.

Abandon rate 52

Abandon rate Interactive Voice Response APIs Self service 52

Injixo

DECEMBER 12, 2023

Home working is no longer a rare perk for contact center agents. And for many employees, the elimination of commuting, improved work/life balance, and reduction in the expenses associated with going to work in an office has been a revelation. Hybrid working, where part of each working week is spent at home and the rest in the contact center, is becoming the ‘new normal’.

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Management Contact Center Employee engagement 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

Cisco - Contact Center

DECEMBER 12, 2023

At Cisco, we often talk about the power of collaboration and connectivity. We design innovative solutions to bridge distances, bringing people and ideas closer together.

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Tethr

DECEMBER 12, 2023

Get tips for reducing the cost of call center agent turnover by improving the agent experience.

Call Center 62

Call Center 62

Cisco - Contact Center

DECEMBER 12, 2023

As retail’s golden quarter draws to a close, we’ve set our sights on one of the biggest retail conferences of the year: NRF’24 in New York City.

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SmartKarrot

DECEMBER 12, 2023

In the rapidly evolving landscape of the tech industry, the role of Customer Success (CS) has gained significant prominence. To delve deeper into the nuances of the Customer Success Career Path to Leadership, we bring you a compelling conversation between two industry experts, Bhumika Arora, Founder and Consulting Coach at Ruffday Coaching Services, and Rohan Sheth, Director of Growth at SmartKarrot Inc.

Chief Customer Officer 10

Chief Customer Officer Coaching Customer retention Consulting 10

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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

Cisco - Contact Center

DECEMBER 12, 2023

I hold daily status meetings with various groups within our technology team, and the questions almost always drifts to: “What’s today’s challenge?

Technology 74

Technology Healthcare 74

Cisco - Contact Center

DECEMBER 12, 2023

In July, I started an exciting journey with Cisco via the acquisition of Armorblox.

Management 40

Management 40