ShepHyken
NOVEMBER 27, 2023
Top Takeaways: Businesses use advanced technology like search and generative AI to create better customer experiences. When customers visit a company’s website and use the search bar to find information, the technology behind it can provide relevant and helpful results, making it easier to get the answers they need. Searching on the internet used to be about using keywords, but now it’s smarter!
AWS Machine Learning
NOVEMBER 27, 2023
Amazon Elastic Compute Cloud (Amazon EC2) accelerated computing portfolio offers the broadest choice of accelerators to power your artificial intelligence (AI), machine learning (ML), graphics, and high performance computing (HPC) workloads. We are excited to announce the expansion of this portfolio with three new instances featuring the latest NVIDIA GPUs: Amazon EC2 P5e instances powered by NVIDIA H200 GPUs, Amazon EC2 G6 instances featuring NVIDIA L4 GPUs, and Amazon EC2 G6e instances powered
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ShepHyken
NOVEMBER 27, 2023
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 comment about each article and would like to hear what you think too. Field Tested Tips for Aligning Customer Service and Marketing by Ronnie Gomez (Sprout Social) If a business is an orchestra, then every department is its own instrument.
Totango
NOVEMBER 27, 2023
“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango. In a recent episode of The Digital Customer Success Podcast , Totango’s SVP of Customer Success, Chris Dishman had an insightful conversation with host Alex Turkovic about digital customer success (CS) hot topics, including health sc
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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.
Real Blue Sky
NOVEMBER 27, 2023
Just wrapped up the Fairways for Families golf tournament, presented by Real Blue Sky, and we’re still riding the high of what we’ve achieved. As a long-time supporter and board member of Embrace Texas , Bryant Richardson was inspired to see about 100 golfers come together for this cause. This event isn’t just about the love of the game; it’s Embrace’s main fundraiser, pivotal in supporting their mission.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Totango
NOVEMBER 27, 2023
After several years of relentless pursuit of new business, 2023 made it clear to many companies that growth at all costs is not a sustainable strategy. With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion.
AWS Machine Learning
NOVEMBER 27, 2023
Generative artificial intelligence ( generative AI ) models have demonstrated impressive capabilities in generating high-quality text, images, and other content. However, these models require massive amounts of clean, structured training data to reach their full potential. Most real-world data exists in unstructured formats like PDFs, which requires preprocessing before it can be used effectively.
Cisco - Contact Center
NOVEMBER 27, 2023
The Transformational Tech series highlights Cisco’s grant recipients that use technology to help transform the lives of individuals and communities.
Totango
NOVEMBER 27, 2023
We know that sales and customer success (CS) teams must work together to drive revenue growth and expansion. How teams accomplish this challenging dance, however, is an ongoing question. Totango’s SVP of Customer Success Chris Dishman recently sat down with the Customer Success Collective in an exclusive episode of the CS School Podcast where he offered some keen insights into how to create and foster a harmonious relationship between sales and CS.
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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.
Cisco - Contact Center
NOVEMBER 27, 2023
Co-authored by Ilham Rahali, Head of Commercial Partnerships at Orange Business, and Pascal Allochon, Partner Sales Leader at Cisco in France.
customer sure
NOVEMBER 27, 2023
We’re delighted to announce that CustomerSure has been named as a finalist in the Trusted Quality Provider category at the Institute of Customer Service ‘UK Customer Satisfaction Awards’ for 2024. These awards, part of the ICS Annual Conference , recognise and celebrate the organisations delivering outstanding customer experience, whether it be through people, initiatives or software like ours.
Cisco - Contact Center
NOVEMBER 27, 2023
The continued prevalence of email vulnerabilities has increased the need for an advanced enterprise DMARC solution that makes it easier for Cisco customers to secure their domains quickly, and… Read more on Cisco Blogs
3CLogic
NOVEMBER 27, 2023
Despite the advances in technology especially when it comes to communication channels, voice is still the go-to method for most customers reaching out for support. Artificial Intelligence (AI) language models may increase the sophistication of customer service, but customers still want to hear a voice at the other end of their interaction. In fact, 80% of consumers rank phone interactions as their preferred customer service channel.
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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.
Nicereply
NOVEMBER 27, 2023
A company’s ability to understand and optimize customer satisfaction directly impacts customer retention, advocacy, and ultimately, profitability. In today’s competitive business landscape, the one thing that sets companies apart is not just the quality of the products they offer, but the experience they provide to their customers. As a customer experience professional, you’re at the forefront of this battle for consumer loyalty and satisfaction.
NobelBiz
NOVEMBER 27, 2023
Advanced call logging is a vital tool for businesses to enhance communication management and operational efficiency. By automating the collection and organization of call details, businesses can gain valuable insights into their communication activities, improve customer interactions, and drive informed decision-making. This comprehensive guide explores the nuances of advanced call logging and how it can revolutionize your business operations.
Callminer
NOVEMBER 27, 2023
Frank Sherlock, CallMiner's VP of International, explores how data and technology can help overcome challenges faced in the credit and collections industry.
Kapta Customer Success
NOVEMBER 27, 2023
Hitting your business goals would be more difficult without key account managers. Here are their many contributions to your long-term business growth and success.
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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.
Cisco - Contact Center
NOVEMBER 27, 2023
Ready to dive deeper into Cisco IOS-XE programmability, automation, and telemetry? Then join us at Cisco Live APJC in Melbourne December 5 – 8, 2023!
AWS Machine Learning
NOVEMBER 27, 2023
Artificial intelligence (AI) continues to transform how we do business and serve our customers. AWS offers a range of pre-trained AI services that provide ready-to-use intelligence for your applications. In this post, we explore the new AI service capabilities and how they are enhanced using foundation models (FMs). We focus on the following major updates in this post across key AI services: Amazon Transcribe now offers FM-powered language support across over 100 languages to unlock rich insight
Cisco - Contact Center
NOVEMBER 27, 2023
Cisco Live Melbourne is coming up next week. I can’t wait to spend time with Cisco customers and partners at this year’s event December 5-8, 2023.
AWS Machine Learning
NOVEMBER 27, 2023
This post is co-authored by Daryl Martis, Director of Product, Salesforce Einstein AI. This is the third post in a series discussing the integration of Salesforce Data Cloud and Amazon SageMaker. In Part 1 and Part 2 , we show how the Salesforce Data Cloud and Einstein Studio integration with SageMaker allows businesses to access their Salesforce data securely using SageMaker and use its tools to build, train, and deploy models to endpoints hosted on SageMaker.
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!
Cisco - Contact Center
NOVEMBER 27, 2023
Do you feel a bit lost when people refer to certain environmental sustainability topics and aren’t sure where to start when it comes to learning more?
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