SharpenCX

MARCH 1, 2024

Follow these steps to ensure your contact center is primed and ready to implement new AI-powered capabilities.

Contact Center 67

Contact Center Customer Experience 67

Beyond Philosophy

MARCH 1, 2024

A hidden impact exists regarding your experience management return on investment (ROI). It is often overlooked because it lurks between a specific moment in a customer process and the behavior resulting from it. However, uncovering and understanding this hidden impact is critical for comprehending its implications on the bottom line. Emily Davidson wanted to know how to determine the value of her Customer Experience initiatives, a challenge many in the field face.

Customer emotions 221

Customer emotions Surveys Customer Experience Management 221

AWS Machine Learning

MARCH 1, 2024

At AWS re:Invent 2023, we announced the general availability of Knowledge Bases for Amazon Bedrock. With a knowledge base, you can securely connect foundation models (FMs) in Amazon Bedrock to your company data for fully managed Retrieval Augmented Generation (RAG). In a previous post , we described how Knowledge Bases for Amazon Bedrock manages the end-to-end RAG workflow for you and shared details about some of the recent feature launches.

APIs 138

APIs Finance Chatbots Enterprise 138

Cisco - Contact Center

MARCH 1, 2024

Executive Summary. 1 The Team… 2 Team Leaders. 2 Core Infrastructure and Threat Hunting. 2 Threat Hunting. 2 Build and Operation. 2 SOC Architecture.

67

67

Advertiser: ZoomInfo

AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.

Sales

AWS Machine Learning

MARCH 1, 2024

The rise of artificial intelligence (AI) has created opportunities to improve the customer experience in the contact center space. Machine learning (ML) technologies continually improve and power the contact center customer experience by providing solutions for capabilities like self-service bots, live call analytics, and post-call analytics. Self-service bots integrated with your call center can help you achieve decreased wait times, intelligent routing, decreased time to resolution through sel

Chatbots 128

Chatbots APIs Self service Contact Center 128

OctopusTech

MARCH 1, 2024

When starting a business, most entrepreneurs know they need some kind of online presence. But with so many options out there for establishing your brand online, it can get confusing. Two of the most common are branding and web design. Understanding the value that branding and web design provide is critical when crafting a cohesive identity and online presence for your company.

Analytics 62

Analytics Marketing Feedback Personalization 62

Cisco - Contact Center

MARCH 1, 2024

Meraki’s smart cameras offer businesses an easy-to-deploy way to monitor their physical security, with the added benefit of being managed entirely on the cloud.

Management 62

Management Technology 62

OctopusTech

MARCH 1, 2024

Shopify has become one of the most popular e-commerce platforms, offering entrepreneurs and small businesses a robust yet user-friendly system to create and manage an online store. With over 1 million merchants using Shopify globally, it’s clear there are many advantages to using this platform over alternatives. But with so many features and capabilities packed into the platform, you may be wondering what specific benefits Shopify offers for your own business goals.

Analytics 62

Analytics APIs Enterprise Best practices 62

ChurnZero

MARCH 1, 2024

Is your company’s customer success team stuck operating in a reactive mode? Do customer success managers (CSMs) cobble together outreach and response plans at key touchpoints in the customer journey? Without a structured system to engage, retain, and grow accounts, companies risk losing customers to a fragmented and out-of-touch customer experience.

Accountability 52

Accountability Surveys Feedback Management 52

Advertisement

What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

Cloud contact

SQM Group

MARCH 1, 2024

Discover how to transform call center underperformers into top assets through training, mentorship, and continuous feedback.

Call Center 52

Call Center Feedback 52

Abby Connect

MARCH 1, 2024

Many customers brace themselves before placing a call or put it off as long as possible, expecting tedious hold times or scripted service and annoying phone trees. Smooth, exceptional communication is vital for business growth and reputation, especially for service-based businesses.

Customer Experience 52

Customer Experience Scripts Customer Service 52

JustCall

MARCH 1, 2024

Do you remember Wall-E — the lovable and curious robot from the movies? What if it was to make shady, unwanted calls? Would you still love it? On February 8, 2024, the Federal Communications Communication (FCC) announced that using AI-generated voices in robocalls is now illegal across the United States. This decision directly affects robocalls using auto-dialing software to send pre-recorded messages over calls.

Telemarketing 52

Telemarketing Government Technology Marketing 52

CSM Magazine

MARCH 1, 2024

In today’s digital age, the line between sports betting and casino entertainment is increasingly blurring, creating a vibrant playground for enthusiasts of both realms. This exciting crossover has introduced sports fans to the electrifying world of casino games, while traditional casino players are finding the strategic aspect of sports betting an equally captivating pastime.

Entertainment 52

Entertainment Technology Customer Support Personalization 52

Advertiser: ZoomInfo

ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!

Marketing

Vistio

MARCH 1, 2024

Whether it’s called a one-on-one meeting, or a coaching conversation, or a performance check-in, this regular conversation between a supervisor and an employee is essential to an effective and high-performing contact center.

Contact Center 52

Contact Center Coaching Best practices 52

CSM Magazine

MARCH 1, 2024

Importance of Employee Training and Development Practical employee training and development programs are essential for any company because they help individuals grow, innovate, and be productive. Training programs aren’t just an additional administrative job. Companies that dedicate themselves to employee development show their commitment to skills enhancement, providing free access to courses for their staff.

Feedback 52

Feedback Technology Management 52

Vistio

MARCH 1, 2024

The Internet is filled with legendary customer experience stories that begin with a customer service professional going the extra mile. What are these companies doing differently? Memorable customer experiences begin with a customer service vision.

Customer Experience 52

Customer Experience Customer Service Best practices 52

CSM Magazine

MARCH 1, 2024

Imagine a world where trading cryptocurrencies feels as easy and secure as buying your morning coffee. This vision is closer to reality than you might think, thanks to the rapid pace of technological advancements shaping the cryptocurrency landscape. In this space, Solana stands out as a significant player, offering a glimpse into the future of decentralized finance.

Finance 52

Finance Big data Feedback Technology 52

Advertisement

Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.

Wait times

JustCall

MARCH 1, 2024

Do you remember Wall-E — the lovable and curious robot from the movies? What if it was to make shady, unwanted calls? Would you still love it? On February 8, 2024, the Federal Communications Communication (FCC) announced that using AI-generated voices in robocalls is now illegal across the United States. This decision directly affects robocalls using auto-dialing software to send pre-recorded messages over calls.

Telemarketing 52

Telemarketing Government Technology Marketing 52

Brad Cleveland Blog

MARCH 1, 2024

You’re probably familiar with Nike’s slogan, “Just do it.” You know what to do. You have the means to do it. Now it’s a matter of taking action. The reality is you’ll often face a number of choices when deciding … Continue reading → The post Prioritize CX Improvements Using 7 Criteria appeared first on Brad Cleveland.

Customer advocacy 51

Customer advocacy Contact Center Call Center Customer Experience 51

TeamSupport

MARCH 1, 2024

In the dynamic and ever-evolving world of customer service, the key to exceptional customer satisfaction often lies in the power of teamwork. But what happens when you add innovative software solutions into the mix? Enter TeamSupport, a game-changing customer support software that's designed to simplify workflows, improve customer satisfaction, and make agents' lives easier.

Customer centricity 40

Customer centricity Customer Support Analytics Customer Service 40

Brad Cleveland Blog

MARCH 1, 2024

You’re probably familiar with Nike’s slogan, “Just do it.” You know what to do. You have the means to do it. Now it’s a matter of taking action. The reality is you’ll often face a number of choices when deciding … Continue reading → The post Prioritize CX Improvements Using 7 Criteria appeared first on Brad Cleveland.

Customer advocacy 26

Customer advocacy Contact Center Call Center Customer Experience 26

Advertisement

Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.

Contact Center

TeamSupport

MARCH 1, 2024

In the dynamic and ever-evolving world of customer service, the key to exceptional customer satisfaction often lies in the power of teamwork. But what happens when you add innovative software solutions into the mix? Enter TeamSupport, a game-changing customer support software that's designed to simplify workflows, improve customer satisfaction, and make agents' lives easier.

Customer centricity 40

Customer centricity Customer Support Analytics Customer Service 40

CSM Magazine

MARCH 1, 2024

Just over two years after shocking the ocean rowing world by setting a new record for the fastest female pair to row across the Atlantic, best friends and adventure seekers Jessica Oliver and Charlotte Harris are eyeing an even bigger prize – becoming the fastest women’s team to conquer the Pacific. The dynamic duo, known as ‘Team Wild Waves’, will embark on the 2,800-mile journey from Monterey Bay, California to Hawaii in June as part of the annual ‘World’s T

Technology 52

Technology Customer Experience Management Customer Service 52

TeamSupport

MARCH 1, 2024

In the dynamic and ever-evolving world of customer service, the key to exceptional customer satisfaction often lies in the power of teamwork. But what happens when you add innovative software solutions into the mix? Enter TeamSupport, a game-changing customer support software that's designed to simplify workflows, improve customer satisfaction, and make agents' lives easier.

Customer centricity 40

Customer centricity Customer Support Analytics Customer Service 40