Mon.Jul 29, 2024

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Practice Doesn’t Make Perfect—PERFECT Practice Makes Perfect

Vistio

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.

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Top 5 Customer Service & CX Articles for Week of July 29, 2024

ShepHyken

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.

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Unlock the Potential of AI/ML Workloads with Cisco Data Center Networks

Cisco - Contact Center

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.

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Five Key Benefits of Hybrid Cloud as a Service

ConvergeOne

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.

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The State of Digital Customer Experience Report 2024

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.

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Proving Liability in Dog Bite Cases: What You Need to Know

CSM Magazine

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.

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Order Fulfillment Mistakes Your Business Must Avoid

CSM Magazine

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.

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Transforming Mobility with AI: Creating Connected Experiences

Concentrix

Webinar Transforming Mobility with AI: Creating Connected Experiences August 27, 2024 11am AEST Register Now This webinar explores the evolving landscape of mobile experiences and AI-driven technologies, focusing on enhancing connected user experiences and increasing loyalty. It examines how AI integration and mobile experiences can personalise interactions, optimise user interfaces, and anticipate user needs.

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How to Trade Gift Cards Online: A Comprehensive Guide

CSM Magazine

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?

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Voice of the Customer CX Maturity Assessment

Concentrix

Elevate your customer experience with the our CX Maturity Assessment. Evaluate, benchmark, and transform your CX with actionable insights.

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Your Roadmap to Successful AI Implementations in the Contact Center

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.

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From Peer to Peer: A Guide to the C2C Ecommerce Model

Help Scout

Discover C2C ecommerce, how it functions, examples of C2C firms, and the advantages and disadvantages of this business model.

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Call center management strategies & best practices for 2024 and beyond

Callminer

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.

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The Science of CX Surveys: Greg Kihlström Interviews Martha Brooke

Interaction Metrics

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.

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Connect Amazon Q Business to Microsoft SharePoint Online using least privilege access controls

AWS Machine Learning

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.

APIs 99
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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

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Build generative AI–powered Salesforce applications with Amazon Bedrock

AWS Machine Learning

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.

APIs 110
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Improve the productivity of your customer support and project management teams using Amazon Q Business and Atlassian Jira

AWS Machine Learning

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.

APIs 115
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Transition your Amazon Forecast usage to Amazon SageMaker Canvas

AWS Machine Learning

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

APIs 98