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In the world of contact centers, the old adage “practice makes perfect” is often taken at face value. However, when it comes to preparing agents for the complex and varied interactions they’ll face, mere repetition isn’t enough. To truly elevate agent performance, practice must be more than just a routine drill; it needs to be realistic, intentional, and closely aligned with the actual challenges agents will encounter on the job.
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Your Customer Experience Game Plan: Olympics Edition by Brittany Hodak (Brittany Hodak) In business, fostering a sense of belonging and enthusiasm among employees can lead to remarkable outcomes.
Learn about new call center technologies and strategies that continue to evolve, and their impact on how customers get the help they need and how agents interact with customers.
Effective customer support and project management are critical aspects of providing effective customer relationship management. Atlassian Jira , a platform for issue tracking and project management functions for software projects, has become an indispensable part of many organizations’ workflows to ensure success of the customer and the product. However, extracting valuable insights from the vast amount of data stored in Jira often requires manual efforts and building specialized tooling.
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.
Dell APEX (Application Performance and Experience) solutions are designed to enhance the performance and user experience of critical applications. By combining hardware, software, and services, Dell APEX delivers a comprehensive and integrated solution that can reduce downtime, boost application performance, and ensure a high-quality user experience.
This post is co-authored by Daryl Martis and Darvish Shadravan from Salesforce. This is the fourth post in a series discussing the integration of Salesforce Data Cloud and Amazon SageMaker. In Part 1 and Part 2 , we show how Salesforce Data Cloud and Einstein Studio integration with SageMaker allows businesses to access their Salesforce data securely using SageMaker’s tools to build, train, and deploy models to endpoints hosted on SageMaker.
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Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
This post is co-authored by Daryl Martis and Darvish Shadravan from Salesforce. This is the fourth post in a series discussing the integration of Salesforce Data Cloud and Amazon SageMaker. In Part 1 and Part 2 , we show how Salesforce Data Cloud and Einstein Studio integration with SageMaker allows businesses to access their Salesforce data securely using SageMaker’s tools to build, train, and deploy models to endpoints hosted on SageMaker.
Harnessing data is crucial for success in today's data-driven world, and the surge in AI/ML workloads is accelerating the need for data centers that can deliver it with operational simplicity.
Amazon Q Business is the generative artificial intelligence (AI) assistant that empowers employees with your company’s knowledge and data. Microsoft SharePoint Online is used by many organizations as a secure place to store, organize, share, and access their internal data. With generative AI, employees can get answers to their questions, summarize content, or generate insights from data stored in SharePoint Online.
In this episode of the Agile Brand podcast with Greg Kihlström, Martha Brooke discusses the science of CX surveys. Martha touches on why most customer experience programs aren’t scientific, how you can become more scientific in your approach, and when and how to use AI in your survey program. The Science of CX Surveys, Summarized: Many CX programs lack a scientific approach.
Have you or someone you know been injured by a dog in Bakersfield? Dog bite injuries can have severe physical, emotional, and financial consequences, and proving liability in such cases is essential to ensuring that victims receive the compensation they deserve. In Bakersfield, California, dog bite incidents are not uncommon, given the city’s diverse population and abundance of outdoor spaces where residents and their pets interact.
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.
In the health insurance industry, decision-makers face a major challenge balancing sales performance with compliance. While maintaining compliance with different regulatory standards is important for business continuity and building customer trust, it can often lead to managerial overheads, performance bottlenecks, and less-confident agents, directly affecting your customer experience and conversion rate.
In the world of ecommerce and retail, order fulfillment can make or break your business. Mastering the art of delivering products to customers seamlessly is a crucial factor in retaining loyalty and scaling operations. Unfortunately, there are many pitfalls that can derail your success. It’s important to know what to avoid in order to keep your customers happy.
In the world of digital transactions, trading gift cards online has become an increasingly popular way to repurpose unused or unwanted gift cards into something more useful or profitable. This guide delves into the benefits of trading gift cards online, the processes involved, and tips for ensuring secure and beneficial trades. Why Trade Gift Cards?
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!
Amazon Forecast is a fully managed service that uses statistical and machine learning (ML) algorithms to deliver highly accurate time series forecasts. Launched in August 2019, Forecast predates Amazon SageMaker Canvas , a popular low-code no-code AWS tool for building, customizing, and deploying ML models, including time series forecasting models. With SageMaker Canvas, you get faster model building , cost-effective predictions, advanced features such as a model leaderboard and algorithm select
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