Beyond Philosophy

JULY 18, 2024

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.

Customer Experience 195

Customer Experience Construction Surveys Education 195

Callminer

JULY 18, 2024

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.

Call Center 182

Call Center 182

AWS Machine Learning

JULY 18, 2024

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.

APIs 123

APIs Engineering Enterprise Management 123

Momentum Telecom

JULY 18, 2024

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.

Abandon rate 105

Abandon rate Enterprise Engineering Sales 105

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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

JULY 18, 2024

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.

APIs 116

APIs Technology Analytics Benchmark 116

Cisco - Contact Center

JULY 18, 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.

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Helpware

JULY 18, 2024

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.

Customer Service 89

Customer Service Customer Support Personalization Call Center 89

Cisco - Contact Center

JULY 18, 2024

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.

Wireless 98

Wireless Transportation 98

Ambs Call Center

JULY 18, 2024

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.

Call Center 82

Call Center 82

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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

Cisco - Contact Center

JULY 18, 2024

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.

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Momentum Telecom

JULY 18, 2024

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.

Healthcare 64

Healthcare Marketing Management 64

CSM Magazine

JULY 18, 2024

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.

Marketing 52

Marketing Sales Advertising Brand ambassadors 52

Momentum Telecom

JULY 18, 2024

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.

Abandon rate 52

Abandon rate Enterprise Engineering Sales 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

JULY 18, 2024

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.

Technology 52

Technology Gamification Management 52

Momentum Telecom

JULY 18, 2024

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.

Enterprise 52

Enterprise Customer Support Technology 52

CSM Magazine

JULY 18, 2024

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.

Customer Service 52

Customer Service CRM Engineering Customer Support 52

Momentum Telecom

JULY 18, 2024

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.

Enterprise 52

Enterprise Customer Support Technology 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

Cisco - Contact Center

JULY 18, 2024

Cisco Networking Academy launches Discovering Entrepreneurship to help ignite the entrepreneurial spirit across Latin America. ¡Despierta el espírtu emprendedor en ti!

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52

Connect

JULY 18, 2024

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.

CRM 49

CRM Cloud contact Construction Technology 49

Concentrix

JULY 18, 2024

Connect people, processes, and platforms under one cohesive ecosystem with a balanced approach to your customer engagement strategy.

Customer Care 48

Customer Care Technology Customer Service 48

Brad Cleveland Blog

JULY 18, 2024

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.

Surveys 49

Surveys Employee engagement Customer Experience 49

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

AWS Machine Learning

JULY 18, 2024

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.

Chatbots 131

Chatbots APIs Accountability Finance 131

CSM Magazine

JULY 18, 2024

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

Interactive Voice Response 52

Interactive Voice Response Government Contact Center CRM 52

AWS Machine Learning

JULY 18, 2024

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.

APIs 129

APIs Government Accountability Healthcare 129