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 108

APIs Engineering Enterprise Management 108

VirtualPBX

JULY 18, 2024

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.

Marketing 105

Marketing Customer retention SaaS Sales 105

Advertiser: ZoomInfo

Incorporating generative AI (gen AI) into your sales process can speed up your wins through improved efficiency, personalized customer interactions, and better informed decision- making. Gen AI is a game changer for busy salespeople and can reduce time-consuming tasks, such as customer research, note-taking, and writing emails, and provide insightful data analysis and recommendations.

Sales

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

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

Concentrix

JULY 18, 2024

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

Customer Care 88

Customer Care Technology Customer Service 88

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.

87

87

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 84

Call Center 84

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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

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 70

Wireless Transportation 70

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

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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60

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 52

Surveys Employee engagement Customer Experience 52

Advertiser: ZoomInfo

In today’s ultra-competitive markets, it’s no longer enough to wait for buyers to show obvious signs of interest. Instead, sales teams must be proactive, identifying and acting on nuanced buyer behaviors — often before prospects are fully ready to make a purchase. In this eBook from ZoomInfo & Sell Better, learn 10 actionable ways to use these buyer signals to transform your sales strategy and close deals faster.

Sales

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

Nicereply

JULY 18, 2024

52

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

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

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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

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

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

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!

52

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

Advertiser: ZoomInfo

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

Enterprise

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

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 116

Chatbots APIs Accountability Finance 116

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 114

APIs Government Accountability Healthcare 114

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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