Vistio

JULY 29, 2024

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.

Contact Center 52

Contact Center Metrics Feedback Management 52

ShepHyken

JULY 29, 2024

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.

Customer Service 206

Customer Service Chatbots Morale Self service 206

AWS Machine Learning

JULY 29, 2024

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.

Customer Support 124

Customer Support APIs Management Enterprise 124

Cisco - Contact Center

JULY 29, 2024

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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Preparing for impactful coaching sessions shouldn't be a bottleneck to success. "Innovation Insight: Coaching Tech to Boost Customer Service Performance" from Gartner shows practical ways to turn this around. In the research, Gartner found that “customer service and support supervisors, who are responsible for coaching, often lack availability and only spend an average of 30% of their time on it.” 1 We believe this valuable resource offers an objective look at how technology can facilitate more

Customer Service

AWS Machine Learning

JULY 29, 2024

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 120

APIs Accountability CRM Engineering 120

AWS Machine Learning

JULY 29, 2024

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 110

APIs Accountability Best practices Engineering 110

Interaction Metrics

JULY 29, 2024

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.

Surveys 62

Surveys Construction Banking Metrics 62

CSM Magazine

JULY 29, 2024

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.

Consulting 52

Consulting Consulting Government Accountability 52

Balto

JULY 29, 2024

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.

Contact Center 52

Contact Center Sales Average Handle Time Call Center 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

JULY 29, 2024

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.

Technology 52

Technology Sales Management 52

Help Scout

JULY 29, 2024

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

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CSM Magazine

JULY 29, 2024

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?

Accountability 52

Accountability Personalization Management 52

Callminer

JULY 29, 2024

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.

Best practices 36

Best practices Call Center Management Technology 36

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Discover a new approach to reducing contact center attrition with our in-depth eBook. After analyzing 20+ academic studies, we highlight overlooked causes like lack of leadership trust, emotional labor, and job shock, and introduce the Attrition Velocity metric to better understand attrition's real cost. Our guide doesn't stop at diagnosis; it offers actionable strategies and tools to address these issues head-on.

Contact Center

AWS Machine Learning

JULY 29, 2024

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 109

APIs Scripts Benchmark Metrics 109