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 129

APIs Finance Chatbots Enterprise 129

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.

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93

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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

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 119

Chatbots APIs Self service Contact Center 119

Transparent BPO

MARCH 1, 2024

A star with over 15 years of experience driving operational excellence and client satisfaction in the BPO industry. Rockville, MD – Transparent BPO would like to announce the promotion of Raquel Artero to Director of Operations in recognition of her proven ability to scale teams, streamline processes, and cultivate high-performing talent pools. With her over […] The post Transparent BPO Appoints Raquel Artero as Director of Operations appeared first on Transparent BPO.

outsourcing 62

outsourcing Contact Center Customer Service 62

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

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

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

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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

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

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

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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

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

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

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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

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

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 39

Customer advocacy Contact Center Call Center Customer Experience 39

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

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

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

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