TechSee
JUNE 29, 2023
AI is rapidly becoming a critical tool in customer service. While initial conversations now focus on improving chatbots with large language models (LLMs) like ChatGPT, this is just the start of what AI can and will offer. AI will streamline, augment and, in many cases, automate the customer experience and improve customer satisfaction. Getting there will require a broader perspective on service.
C3Centricity
JUNE 29, 2023
In today’s fast-paced and customer-centric business environment, gathering real-time customer feedback and engaging in social media conversations are both vital practices.
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TeamSupport
JUNE 29, 2023
Does your customer service software help you measure customer expectations? Understanding the relationship between customer expectations and customer satisfaction is crucial to business success. Companies must grasp, understand, and manage customer expectations effectively in order to deliver experiences that meet or exceed them. When they do, businesses can use that momentum to enhance customer satisfaction, build stronger customer relationships, and drive business success.
JivoChat
JUNE 29, 2023
In the competitive world of E-commerce, going the extra mile and leaving a lasting impression on customers is paramount. A recent study revealed that 94% of consumers think of brand experience as a key factor influencing their purchase decision. With countless options at their fingertips, consumers seek more than just products—they crave an unforgettable brand experience.
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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.
AWS Machine Learning
JUNE 29, 2023
Organizations are continuously investing time and effort in developing intelligent recommendation solutions to serve customized and relevant content to their users. The goals can be many: transform the user experience, generate meaningful interaction, and drive content consumption. Some of these solutions use common machine learning (ML) models built on historical interaction patterns, user demographic attributes, product similarities, and group behavior.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Upstream Works
JUNE 29, 2023
This blog explores two ways AI can help contact centers become more enterprise-ready.
LiveVox
JUNE 29, 2023
As an experienced customer care manager, you’ve encountered your fair share of customer care challenges, from frustrated customers to confusing customer journeys. With a strategic approach and the right tools in place, it’s possible to turn these challenges into opportunities for growth. In this article, we share 5 tricks that have helped customer care experts […] The post 5 Tricks to Overcome The Most Common (And Costly) Customer Care Challenges appeared first on LiveVox.
Cisco - Contact Center
JUNE 29, 2023
Cisco is proud to announce that Webex by Cisco (Webex) – comprising Webex Meetings, Webex Messaging, and Webex Calling – is the first collaboration and conferencing solution to achieve Level 3 adh… Read more on Cisco Blogs
SharpenCX
JUNE 29, 2023
Remote work is here to stay, and that means contact centers are adapting to the opportunities and challenges presented by this new way of working. Some of those opportunities include more flexibility and well-being for agents. And that’s important because happy agents are 3.3x more likely to feel empowered to resolve customer issues. The challenges, though?
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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.
Cyara
JUNE 29, 2023
Cloud contact center migration can be a complex and challenging journey. Businesses that choose to follow this path can gain many benefits. Those that don’t, might not. According to CX Today , the CCaaS (Contact Center as a Service) space will grow to $19.8 billion by 2031, putting it on a 16.8% annual growth rate.
Cisco - Contact Center
JUNE 29, 2023
Great news! Cisco Secure Analytics has emerged as a Strong Performer in The Forrester Wave : Network Analysis And Visibility, Q2 2023.
ClearAction
JUNE 29, 2023
Master Experience Leadership Now Lynn Hunsaker Experience Leadership is the next horizon for growth: Bigger margins : preventing issues from recurring or occurring. Faster payments : increased trust and value, less burden on customers. Greater efficiency : CX insight-guided processes, policies, and behaviors; no need for shrinkflation or skimpflation, etc.
Interactions
JUNE 29, 2023
It’s not news to CX industry professionals that customer service expectations constantly change. Faced with that reality, brands must adapt their approach to customer service to meet them. Today that means harnessing the power CX technology and human interaction. This hybrid approach combines the efficiency and convenience of AI-driven solutions with the empathy and understanding that human agents provide.
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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.
OctopusTech
JUNE 29, 2023
In the highly advanced and competitive world, it can be difficult for a company to retain a user for an extended period. Most organizations generally use these different tactics such as outbound call center services for customer retention in the long run and to enhance the entire sales process. The total number of outbound call center services has grown quickly in the last few years and these are usually highly demanded by companies these days.
Cisco - Contact Center
JUNE 29, 2023
For a long time, sustainable business practices were considered a zero-sum game. A company could do its part to help the environment, but only at a significant cost to the business.
WiserOwl Blog
JUNE 29, 2023
WiserOwl joined 300+ contact center professionals and vendors at the 21st NECCF Conference and Expo. The New England Contact Center Forum (NECCF) at Gillette Stadium turned out to be a phenomenal experience. The friendly, buzzing atmosphere and the chance to meet so many passionate professionals was truly energizing.
Cisco - Contact Center
JUNE 29, 2023
Catch up on hot topics and ideas from the DevNet Zone at Cisco Live 2023 in Las Vegas Estimated read time: 8 minutes The DevNet Zone at Cisco Live 2023 in Las Vegas was the place to gain hands-on… Read more on Cisco Blogs
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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.
WiserOwl Blog
JUNE 29, 2023
WiserOwl joined 300+ contact center professionals and vendors at the 21st NECCF Conference and Expo. The New England Contact Center Forum (NECCF) at Gillette Stadium turned out to be a phenomenal experience. The friendly, buzzing atmosphere and the chance to meet so many passionate professionals was truly energizing. It was impressive to see the breadth […] The post WiserOwl Joined 300+ Contact Center Professionals at NECCF Expo appeared first on WiserOwl.
JustCall
JUNE 29, 2023
We’re thrilled to share that JustCall has launched an integration with Monday.com to improve agent performance and productivity. Our partnership with Monday.com ensures a seamless and effortless experience for users in sales and support teams. Monday.com users are in for a pleasant experience, owing to its integration with JustCall. With this integration, users will be able to access numerous JustCall features and capabilities directly from their Monday.com account.
Cisco - Contact Center
JUNE 29, 2023
At Cisco, we are committed to powering an inclusive future for all. One of the best ways Cisco can impact citizens globally is by partnering with innovative and prominent communities worldwide.
CSM Magazine
JUNE 29, 2023
Memo Group , the leading Belgian contact centre specialists, today announced their partnership with Sabio Group , a global customer experience (CX) solutions provider, to support the implementation of their Twilio Flex solution. The collaboration will see Memo Group leverage Sabio’s extensive CX technology expertise and consultancy services to ensure seamless integration and ongoing maintenance of its Twilio Flex solution.
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!
The Petrova Experience
JUNE 29, 2023
One of the things we enjoy most about customer experience design for the aviation industry is tackling its unique complexities. And there are many complexities! With more than 4.17 million Americans planning to fly for the Fourth of July holiday, and weather events predicted throughout the country, familiar customer complaints are on the horizon for our aviation industry colleagues.
AWS Machine Learning
JUNE 29, 2023
Fine-tuning large language models (LLMs) allows you to adjust open-source foundational models to achieve improved performance on your domain-specific tasks. In this post, we discuss the advantages of using Amazon SageMaker notebooks to fine-tune state-of-the-art open-source models. We utilize Hugging Face’s parameter-efficient fine-tuning (PEFT) library and quantization techniques through bitsandbytes to support interactive fine-tuning of extremely large models using a single notebook instance.
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