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 213

Personalization Customer Service Customer Experience Management 213

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 119

APIs Call Center Accountability Engineering 119

C3Centricity

OCTOBER 29, 2024

As consumers become more informed and discerning, the demand for brand transparency is intensifying, especially in the Consumer Packaged Goods (CPG) industry. People want to understand where their products come from, how they are made, and whether the practices behind them align with their personal values. This shift is pushing CPG companies to rethink how they manage and communicate their supply chains, transforming brand transparency into a strategic imperative.

Education 63

Education Surveys Accountability Technology 63

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 110

Best practices Feedback Metrics APIs 110

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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

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

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

Enterprises in industries like manufacturing, finance, and healthcare are inundated with a constant flow of documents—from financial reports and contracts to patient records and supply chain documents. Historically, processing and extracting insights from these unstructured data sources has been a manual, time-consuming, and error-prone task. However, the rise of intelligent document processing (IDP), which uses the power of artificial intelligence and machine learning (AI/ML) to automate the ex

Finance 107

Finance Enterprise Healthcare Scripts 107

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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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 98

Government Metrics Accountability APIs 98

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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

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 98

Customer Experience Technology 98

Avoxi

OCTOBER 29, 2024

Understanding Total Cost of Ownership of Voice in a Cloud World As businesses embark on their cloud transformation journey, understanding your global voice solutions’s total cost of ownership (TCO) becomes crucial. While cyclical economic uncertainty may prompt conversations about cost management, most businesses focus on how cloud technology can enhance efficiency and deliver more value.… The post Understanding Total Cost of Ownership of Voice in a Cloud World appeared first on AVOXI.

Technology 62

Technology Management 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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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

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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

SQM Group

OCTOBER 29, 2024

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

Customer Service 81

Customer Service 81

MiaRec

OCTOBER 29, 2024

Are you frustrated by customers leaving, and you wish there was something you could do to engage them proactively? Or are you looking for ways to actively contribute to your organization's bottom line? Thanks to Generative AI-powered Conversation Intelligence, you can identify customers at risk early on and put processes in place to proactively improve customer experiences, enhance service quality, and reduce customer churn.

Contact Center 64

Contact Center Customer Experience 64

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 76

Call Center 76

FluentStream

OCTOBER 29, 2024

Value. This is why FluentStream continues to expand its footprint across the U.S. Small and mid-size organizations want to grow their businesses, which often requires a more sophisticated, professional phone service. They need enterprise-grade services at SMB pricing. And because. Read More The post Empowering Growth: The Value of FluentStream’s Business Communication Solutions appeared first on FluentStream.

Enterprise 52

Enterprise 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

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

FluentStream

OCTOBER 29, 2024

Value. This is why FluentStream continues to expand its footprint across the U.S. Small and mid-size organizations want to grow their businesses, which often requires a more sophisticated, professional phone service. They need enterprise-grade services at SMB pricing. And because. Read More The post Empowering Growth: The Value of FluentStream’s Business Communication Solutions appeared first on FluentStream.

Enterprise 52

Enterprise 52

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

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.

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Contact Center Analytics Enterprise CRM 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

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

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.

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Agent Empowerment Call Center Morale Contact Center 52

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

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

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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

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

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

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.

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Entertainment Technical Support Accountability Banking 52