This site uses cookies to improve your experience. To help us insure we adhere to various privacy regulations, please select your country/region of residence. If you do not select a country, we will assume you are from the United States. Select your Cookie Settings or view our Privacy Policy and Terms of Use.
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Used for the proper function of the website
Used for monitoring website traffic and interactions
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Strictly Necessary: Used for the proper function of the website
Performance/Analytics: Used for monitoring website traffic and interactions
Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: I often say there is never one thing happening in a Customer Experience ; instead, there are multiple things at work. Therefore, one theory or concept will not explain your customers’ behavior; instead, you need the effects of several combined theories.
From translating customer conversations in real time to minimizing excess tasks for agents with the goal of boosting productivity, learn how effective call centers use AI to improve their operations.
This post is co-written with Maciej Mensfeld from Mend.io. In the ever-evolving landscape of cybersecurity, the ability to effectively analyze and categorize Common Vulnerabilities and Exposures (CVEs) is crucial. This post explores how Mend.io , a cybersecurity firm, used Anthropic Claude on Amazon Bedrock to classify and identify CVEs containing specific attack requirements details.
Building a phone system that’s truly worth smiling about As the nation’s fastest-growing network of orthodontists, Smile Doctors maintains over three hundred locations in more than twenty states. As the name suggests, theirs is a network that wants to not only give their patients the confidence to smile but also a reason to do so. A big part of that means making the patient experience as seamless and enjoyable as possible.
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.
Amazon Bedrock is a fully managed service that offers a choice of high-performing foundation models (FMs) from leading artificial intelligence (AI) companies like AI21 Labs, Anthropic, Cohere, Meta, Mistral AI, Stability AI, and Amazon through a single API. To equip FMs with up-to-date and proprietary information, organizations use Retrieval Augmented Generation (RAG), a technique that fetches data from company data sources and enriches the prompt to provide more relevant and accurate responses.
If you're an Ambs Call Center customer who isn't using the myAmbs Web Portal, you're missing out. This isn't one of those portals that takes forever to figure out and by the time you do, crashes. Oh, no. We've customized the portal specifically for your use, not ours.
Sign up to get articles personalized to your interests!
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
If you're an Ambs Call Center customer who isn't using the myAmbs Web Portal, you're missing out. This isn't one of those portals that takes forever to figure out and by the time you do, crashes. Oh, no. We've customized the portal specifically for your use, not ours.
Many things happened during these last six months, but what amazes us the most is the dramatic speed at which customer service trends are shifting. Clients opt for AI-driven platforms looking for immediate answers, but at the same time, they desire brands to carry out empathic and personalized interactions. There is also a plethora of other modern problem-solving methodologies out there and we think it is the perfect time to take a look at what customer support looks like in 2024.
Announcing the launch of the Coalition for Secure AI (CoSAI) to help securely build, deploy, and operate AI systems to mitigate AI-specific security risks.
New Offering Transforms Fax Communications into a Seamless Microsoft Teams Experience ATLANTA – July 18 – Momentum , a leading global managed services provider, today announced the availability of Momentum Teams Faxing. This cutting-edge solution transforms Microsoft Teams into a versatile virtual fax machine, eliminating the need for additional software or hardware and revolutionizing how businesses handle fax communications.
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.
CLUS Industrial IoT Summit top customer concerns were cybersecurity, the IT/OT workforce gap, and the urgent need to modernize networks in the age of AI.
Initiate and encourage voice of the employee The late Steve Jobs once famously stated, “It doesn’t make sense to hire smart people and tell them what to do; we hire smart people so they can tell us what to do.” … Continue reading → The post Listen to Your Employees: Survey Smart and Survey Often appeared first on Brad Cleveland.
Cisco NGO partner Upwardly Global elevates U.S. immigrants who are searching for quality employment that matches their professional skills and experience. Our latest grant supports AI development to help streamline and improve the job search process.
Building a phone system that’s truly worth smiling about As the nation’s fastest-growing network of orthodontists, Smile Doctors maintains over three hundred locations in more than twenty states. As the name suggests, theirs is a network that wants to not only give their patients the confidence to smile but also a reason to do so. A big part of that means making the patient experience as seamless and enjoyable as possible.
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.
Bid farewell to those towering billboards and ear-splitting TV commercials—the modern marketing game is played on a much hipper battlefield. Today, a well-placed Instagram story or a casual TikTok mention can hold more sway than a 30-second prime-time spot. And if you’re not already leveraging this powerhouse strategy, you might just find your brand in the rearview mirror of your savvier competitors.
Kitsap seamlessly upgrades all branches to Microsoft Teams Phone As a leading credit union in a rapidly evolving industry, Kitsap Credit Union (KCU) needed to upgrade its outdated legacy phone system to keep up with growing demands. The legacy solution, used for 15 years, was being discontinued, leaving KCU to choose between buying third-party phones or moving to a full cloud solution.
In today’s fast-paced and digitalised realm, technology has drastically transformed businesses and how people work, thus demanding modern employee recognition programs. Modern employee recognition programs are changing as technology grows. Traditional, hectic and time-consuming employee recognition programs such as annual rewards, promotion-based recognition and employee of the year awards are long gone and have lost their effectiveness.
Kitsap seamlessly upgrades all branches to Microsoft Teams Phone As a leading credit union in a rapidly evolving industry, Kitsap Credit Union (KCU) needed to upgrade its outdated legacy phone system to keep up with growing demands. The legacy solution, used for 15 years, was being discontinued, leaving KCU to choose between buying third-party phones or moving to a full cloud solution.
The guide for revolutionizing the customer experience and operational efficiency This eBook serves as your comprehensive guide to: AI Agents for your Business: Discover how AI Agents can handle high-volume, low-complexity tasks, reducing the workload on human agents while providing 24/7 multilingual support. Enhanced Customer Interaction: Learn how the combination of Conversational AI and Generative AI enables AI Agents to offer natural, contextually relevant interactions to improve customer exp
Cisco Networking Academy launches Discovering Entrepreneurship to help ignite the entrepreneurial spirit across Latin America. ¡Despierta el espírtu emprendedor en ti!
Salesforce has unveiled Einstein Service Agent, an AI-powered autonomous agent set to transform the customer service landscape. The new AI agent is equipped with a reasoning engine that holds intelligent and fluid conversations with customers, swiftly processing and interpreting information to resolve issues. Drawing from data sources like Salesforce CRM, the Einstein Service Agent delivers recommendations and responses personalized to suit each customer’s unique needs and preferences.
Connect Chief Revenue Officer Steven Fricker examines why CX technology decision-making is more complex than ever. The concept of the contact centre is evolving. With customers engaging with you via multiple channels (sometimes simultaneously), the ability to manage the omnichannel experience has become more important than answering and routing calls.
Hear from guest blogger, Co-founder and CEO of Onilab, Art Malcovich, on what SMS marketing can do for your e-commerce. E-commerce businesses connect with their customers through multiple channels: emails, social media, live chats, and chatbots. SMS marketing is another valuable tool for reaching potential buyers. The numbers speak for themselves: text messages boast a 98% open rate and a 45% conversion rate.
Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.
This post was written in collaboration with Liran Zelkha and Eyal Solnik from Lili. Small business proprietors tend to prioritize the operational aspects of their enterprises over administrative tasks, such as maintaining financial records and accounting. While hiring a professional accountant can provide valuable guidance and expertise, it can be cost-prohibitive for many small businesses.
SuccessKPI, a leader in the 2023 Frost & Sullivan Workforce Optimization Radar report, has partnered with ConnectGen to launch Contact Center Builder, a solution for speeding up CCaaS deployments. Contact Center Builder aims to simplify complex CCaaS setups, democratizing access to advanced contact center technology. ConnectGen emphasizes rapid deployment, cost-effectiveness, and powerful analytics for contact centers. “SuccessKPI’s mission is to enable improved business outcomes
Generative artificial intelligence (AI) not only empowers innovation through ideation, content creation, and enhanced customer service, but also streamlines operations and boosts productivity across various domains. To effectively harness this transformative technology, Amazon Bedrock offers a fully managed service that integrates high-performing foundation models (FMs) from leading AI companies, such as AI21 Labs, Anthropic, Cohere, Meta, Stability AI, Mistral AI, and Amazon.
We organize all of the trending information in your field so you don't have to. Join 34,000+ users and stay up to date on the latest articles your peers are reading.
You know about us, now we want to get to know you!
Let's personalize your content
Let's get even more personalized
We recognize your account from another site in our network, please click 'Send Email' below to continue with verifying your account and setting a password.
195 
Let's personalize your content