ShepHyken

OCTOBER 29, 2024

Halloween brings up images of spooky costumes and haunted houses. So, here’s a question for you: Are you confident your customer service and CX won’t scare your customers away? That’s a rhetorical question. If you’ve been reading my weekly newsletters or watching my videos, it means you’ve been investing in yourselves and your company by creating an experience that doesn’t scare customers away … but it may scare your competition.

Personalization 223

Personalization Customer Service Customer Experience Management 223

AWS Machine Learning

OCTOBER 29, 2024

Recently, we’ve been witnessing the rapid development and evolution of generative AI applications, with observability and evaluation emerging as critical aspects for developers, data scientists, and stakeholders. Observability refers to the ability to understand the internal state and behavior of a system by analyzing its outputs, logs, and metrics.

Best practices 93

Best practices Feedback Metrics APIs 93

CSM Magazine

OCTOBER 29, 2024

Video games have become much more than just entertainment. With the growth of the gaming industry, they have evolved into complex forms of art, combining storytelling, music, design, and interactive experiences. Today, games also have the power to develop positive skills, educate, and inspire millions of players worldwide. From creating game environments to producing fan-made content, video games are transforming the boundaries of creativity in remarkable ways.

Entertainment 105

Entertainment Education Transportation Technology 105

AWS Machine Learning

OCTOBER 29, 2024

Professionals in a wide variety of industries have adopted digital video conferencing tools as part of their regular meetings with suppliers, colleagues, and customers. These meetings often involve exchanging information and discussing actions that one or more parties must take after the session. The traditional way to make sure information and actions aren’t forgotten is to take notes during the session; a manual and tedious process that can be error-prone, particularly in a high-activity or hi

Engineering 95

Engineering APIs Sales Enterprise 95

Advertiser: ZoomInfo

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

Enterprise

Cisco - Contact Center

OCTOBER 29, 2024

Discover how Cisco's specialized training programs can equip military personnel with the essential cybersecurity skills needed to protect our nation's digital infrastructure.

Government 81

Government 81

Ambs Call Center

OCTOBER 29, 2024

We’re thrilled to share that Ambs Call Center has won the CAM-X Award of Excellence for the 14th consecutive year!

Call Center 81

Call Center 81

AWS Machine Learning

OCTOBER 29, 2024

This post is part of an ongoing series on governing the machine learning (ML) lifecycle at scale. To start from the beginning, refer to Governing the ML lifecycle at scale, Part 1: A framework for architecting ML workloads using Amazon SageMaker. A multi-account strategy is essential not only for improving governance but also for enhancing security and control over the resources that support your organization’s business.

Government 83

Government Metrics Accountability APIs 83

SQM Group

OCTOBER 29, 2024

Positive affirmations and reminders can significantly impact an individual's mindset, enhancing performance and job satisfaction.

Customer Service 80

Customer Service 80

CSM Magazine

OCTOBER 29, 2024

In the world of online casinos, it’s no longer just about offering the biggest bonuses or the most enticing games. Today, exceptional customer service has become a crucial factor in attracting and retaining players. Just as much as players seek thrilling gameplay and potential jackpots, they also desire an experience that feels supportive and seamless.

Customer Service 52

Customer Service Feedback Surveys Accountability 52

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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

Interactions

OCTOBER 29, 2024

Generative AI has swept the imaginations of both consumers and business leaders with remarkable speed. Nearly two years after the change that began with the public release of ChatGPT, businesses are still sorting out how to take advantage of Gen AI capabilities while limiting risk. Gen AI offers enormous potential for efficiency, knowledge sharing, and analytical insight in the contact center.

Contact Center 62

Contact Center APIs Analytics SaaS 62

Cisco - Contact Center

OCTOBER 29, 2024

The Cisco Crisis Response (CCR) team has responded to over 100 incidents across disasters and humanitarian efforts in 38 countries, providing secure connectivity for emergency response agencies and aid organizations to carry out life-saving activities after a crisis - most recently with Hurricane Helene.

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CSM Magazine

OCTOBER 29, 2024

Efficient mailroom management is more crucial than ever for businesses that prioritize exceptional customer service. A well-automated mailroom not only streamlines operations but also ensures that communication channels remain open, secure, and responsive. Let’s explore how automated mailroom solutions are transforming customer service excellence.

Customer Service 52

Customer Service Self service Accountability Management 52

Cisco - Contact Center

OCTOBER 29, 2024

Cisco Partner Summit 2024 celebrated AI-driven innovation, awarding $900K USD in prizes. Discover the groundbreaking solutions that transform industries, enhance customer experiences, and drive business value.

Customer Experience 67

Customer Experience Technology 67

Advertiser: ZoomInfo

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.

Sales

CSM Magazine

OCTOBER 29, 2024

The Los Alamos Department of Public Utilities (DPU) received a Public Power Customer Satisfaction Award from the American Public Power Association (APPA) for outstanding service to Los Alamos County. The award was presented at the APPA annual conference in Louisville where 20 utilities were recognized for excellence in various areas including customer service, communication, reliability, and overall satisfaction.

Government 52

Government Surveys Technology Customer Service 52

NobelBiz

OCTOBER 29, 2024

Effective call handling is important for any business that wants to make sure it gives the best customer experience and does not let an opportunity slip by. Be it customer service, inquiry management, or for that matter any support, every call is another way of strengthening customers’ relationships and further building up their loyalty. This article is going to look at what call handling is, study a few major call handling techniques, and then delve deep into how NobelBiz’s Omni+ so

Interactive Voice Response 52

Interactive Voice Response call center software contact center solutions Technical Support 52

AWS Machine Learning

OCTOBER 29, 2024

Amazon Bedrock is a fully managed service that offers a choice of high-performing foundation models (FMs) from leading AI companies such as AI21 Labs, Anthropic, Cohere, Meta, Mistral AI, Stability AI, and Amazon through a single API, along with a broad set of capabilities you need to build generative AI applications with security, privacy, and responsible AI.

APIs 104

APIs Call Center Accountability Engineering 104

CSM Magazine

OCTOBER 29, 2024

In today’s fast-evolving business landscape, customer service has moved beyond merely solving problems or answering questions. Companies are now responsible for a range of measures that impact the customer experience, from ensuring compliance with complex regulations to implementing safety protocols that build trust. While some may think that areas like accounting standards and safety tools are disconnected from customer service, the truth is that compliance and safety can shape a customer’s ove

Customer Service 52

Customer Service Education Accountability Feedback 52

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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

Balto

OCTOBER 29, 2024

AI isn’t just another flashy buzzword. But let’s get something straight: it’s not just about automating people—it’s about powering them to be more efficient, effective, and even more human in how they serve your customers. There’s a clear promise here—cut costs, boost efficiency, and deliver experiences that make customers go wow. But the buzz about automation and those mind-blowing demos can sometimes distract from what really matters.

Contact Center 52

Contact Center Analytics Enterprise CRM 52

24-7 InTouch

OCTOBER 29, 2024

For brands who lean heavily on digital commerce, ensuring a seamless customer experience while controlling costs is a constant balancing act—especially when it comes to returns and refunds. Frequent refund requests can lead to significant financial losses and damage to a brand’s reputation. Without the right systems in place, it can be difficult for agents to encourage reshipments over refunds, potentially undermining long-term customer loyalty.

Best practices 52

Best practices Technology Customer Experience 52

Cisco - Contact Center

OCTOBER 29, 2024

Chief of Staff Micaela C. reflects on her transformative start at Cisco: Insights on growth, networking, work-life balance, and impactful 3P FLEX Program experiences.

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AnswerConnect

OCTOBER 29, 2024

Integrating online scheduling with an answering service can be a gamechanger for your business! Read our blog to reduce no-shows and streamline operations. The post How answering services can help you improve online scheduling appeared first on AnswerConnect Blog.

Answering services 52

Answering services Customer Experience 52

Advertiser: ZoomInfo

Modern go-to-market teams know it takes more than one email to break through the noise. Multiple touchpoints means more ways to get your pitch right — and, potentially, more ways to be wrong. The good news? Once you know how to write compelling, one-off emails to entice prospective customers, you can easily do the same across a short sequence of emails.

Sales

Balto

OCTOBER 29, 2024

This blog captures the key takeaways from our recent webinar, “ The Future of Home Services: Merging Lead Intake Automation with Agent Empowerment.” Featuring insights from Ruben Ugarte of Active Prospect, Philip Bennett of Empire Today, and Rob Westervelt of Balto, we dive into how AI and automation are transforming services like flooring, solar, remodeling, and more—as well as how businesses can stay ahead by blending efficiency with empathy.

Agent Empowerment 52

Agent Empowerment Call Center Morale Contact Center 52

CSM Magazine

OCTOBER 29, 2024

1Win bookmaker has made its mark in the Nigerian online betting market with its wide range of sports and casino offerings. With a solid reputation for diversity and accessibility, it is increasingly favored by enthusiasts looking for a reliable platform. The site offers innovative features, an intuitive interface, and a well-designed mobile application, making it a standout choice for both beginners and experienced bettors alike.

Entertainment 52

Entertainment Technical Support Accountability Banking 52

Concentrix

OCTOBER 29, 2024

Deliver an outstanding passenger experience from gate to gate by leveraging the right technology, data analytics, and expert advice.

Airlines 48

Airlines Analytics Technology Transportation 48

CSM Magazine

OCTOBER 29, 2024

With operators all jostling to find a way to stand out, the online casino industry is highly competitive. This saturated market means operators are constantly looking for ways to innovate their platforms so they stand out. There are many areas like user experience that matter a lot when trying to stand out. KPI is a major measure that indicates the operation of different casino performances.

Advertising 52

Advertising Marketing Accountability Metrics 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

Cisco - Contact Center

OCTOBER 29, 2024

Cisco, in collaboration with its partners Rhône Élevage, NXO, and Ineso, has developed an innovative solution for dairy farmers to address the challenges posed by rising temperatures due to climate change. This solution has the potential to benefit not only French farmers but also farmers across Europe.

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CSM Magazine

OCTOBER 29, 2024

The iGaming industry has been experiencing significant growth in recent years, driven largely by various technological innovations. From secure transactions to immersive gameplay experiences, these advancements have reshaped how players interact with online casinos, sportsbooks, and other gambling platforms. Below, we explore the most influential tech trends that are pushing the iGaming sector to new heights. 1.

Entertainment 52

Entertainment Accountability Technology Chatbots 52

Cisco - Contact Center

OCTOBER 29, 2024

With generative AI poised to significantly boost global economic output, Cisco is helping to simplify the challenges of preparing your infrastructure for AI implementation. Learn how the UCS C885A M8 Server for AI model training, the Nexus 9364E-SG2 Switch for scalable AI connectivity, AI PODs for streamlined AI inference deployment, and Nexus Hyperfabric can accelerate AI initiatives and drive innovation.

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