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Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: “Colin, could you tell me the one thing that we need to do to improve our Customer Experience ?” This question is one that many of my clients want to ask me. They don’t say that in so many words, but effectively, that’s what they were asking me to do.
Today, customers of all industries—whether it’s financial services, healthcare and life sciences, travel and hospitality, media and entertainment, telecommunications, software as a service (SaaS), and even proprietary model providers—are using large language models (LLMs) to build applications like question and answering (QnA) chatbots, search engines, and knowledge bases.
In an era marked by rapid technological advancements, Generative Artificial Intelligence (GenAI) and Intelligent Virtual Assistants (IVAs) powered by GenAI stand out as two transformative forces. These technologies promise to revolutionize business models, accelerate operational efficiencies, and reimagine customer engagement strategies. We’ll dive deeper into these technologies, their significance for enterprises, and their potential impact across various industries.
Large language models (LLMs) are generally trained on large publicly available datasets that are domain agnostic. For example, Meta’s Llama models are trained on datasets such as CommonCrawl , C4 , Wikipedia, and ArXiv. These datasets encompass a broad range of topics and domains. Although the resulting models yield amazingly good results for general tasks, such as text generation and entity recognition, there is evidence that models trained with domain-specific datasets can further improve LLM
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
Our latest blog post explores three practical vertical use cases for video engagements in contact centers. The post 3 Use Cases for Video CX in the Contact Center appeared first on Upstream Works.
In the inaugural episode of The Bald + The Beard, hosts Tom Luther, Director of Channel Partnerships and Andrew Griffiths, VP of CX Partnerships and Outcomes , at Outsource Consultants, delve into the often misunderstood concepts of outsourcing and offshoring within the customer experience (CX) sector. Aiming to clarify common CX misconceptions, they discuss the sophisticated strategies that enhance and streamline operations across both domestic and international fronts Key Takeaways Outsourcin
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In the inaugural episode of The Bald + The Beard, hosts Tom Luther, Director of Channel Partnerships and Andrew Griffiths, VP of CX Partnerships and Outcomes , at Outsource Consultants, delve into the often misunderstood concepts of outsourcing and offshoring within the customer experience (CX) sector. Aiming to clarify common CX misconceptions, they discuss the sophisticated strategies that enhance and streamline operations across both domestic and international fronts Key Takeaways Outsourcin
With tens of thousands of customers using Surveys after our October 2023 launch, we’re incredibly excited to announce a pivotal enhancement to the product: AI Recommended Questions. As soon as you add at least two questions to your survey, Delighted’s AI Recommended Questions will suggest three other questions for you to consider. Powered by Qualtrics AI , AI Recommended Questions is the ultimate survey creation assistant.
39% of CX leaders polled by GDS state competing objectives and KPIs between departments within their organization as the reason their CX efforts are impeded. Amongst businesses, this remains a barrier to achieving CX excellence. Is it possible to navigate the strategic crossroads between pursuing quick wins and aiming for game-changing nirvana? The best and the brightest CX professionals joined a panel, including our very own Interactions CMO, Peter Mullen , to discuss the dilemma of opting for
If you’re in the customer support world, then you know that achieving excellence in the space requires more than addressing customers’ immediate needs. You must first redefine what customer service means entirely. It's here that TeamSupport Software shines, revolutionizing customer support management. Moreover, it supports your business in maximizing Return on Investment (ROI) and transforming overall business results.
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.
In a remarkable acknowledgment of excellence and dedication, IdeasUnlimited has been honored with the prestigious 2023 Houston Award in the Call Center category. This recognition by the Houston Award Program, acknowledges the company’s outstanding contributions to the local community and its exceptional service in the business sector. The Houston Award Program annually celebrates local businesses that demonstrate significant achievements in their respective fields.
If you’re in the customer support world, then you know that achieving excellence in the space requires more than addressing customers’ immediate needs. You must first redefine what customer service means entirely. It's here that TeamSupport Software shines, revolutionizing customer support management. Moreover, it supports your business in maximizing Return on Investment (ROI) and transforming overall business results.
In the rapidly evolving field of customer experience (CX), staying ahead means continuously learning from the best. As we navigate through 2024, a year promising innovative CX strategies and heightened customer expectations, there are thought leaders whose insights and expertise can guide us toward success.
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
In the busy and sometimes stressful environment of a contact center, maintaining employee well-being is both a challenge and a necessity. Industry research indicates: 74% of call center agents are at risk of burnout due to high emotional labor. 91% of call center agents experience anxiety and other mental health issues. Forty-three percent of contact center staff are unhappy in their roles , and 35 percent are considering leaving their jobs in the next 12 months.
A big thank you to Dennis Wakabayashi for inviting me to his podcast, “CX in the Wild.” It was a pleasure to spend some time talking with him. In this episode, I reflect on the digital revolution of the 2000s … Continue reading → The post CX in the Wild: Shaping Exceptional Journeys appeared first on Brad Cleveland.
Restaurant owners operate under tight margins. Caterers, fast food, and food trucks often do better than full-service restaurants, while cafes typically have the best margins. However, regardless of which type of organization a restaurant owner runs, they want to save time and money. The right software program can help them achieve this goal. This program will automate repetitive tasks and free up employees for jobs that add value to the company.
A big thank you to Dennis Wakabayashi for inviting me to his podcast, “CX in the Wild.” It was a pleasure to spend some time talking with him. In this episode, I reflect on the digital revolution of the 2000s … Continue reading → The post CX in the Wild: Shaping Exceptional Journeys appeared first on Brad Cleveland.
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.
Crypto casinos have become a distinct category in the gaming industry, standing out for their use of cryptocurrencies like Bitcoin, Ethereum, and Litecoin. Notably, online casinos accepting cryptocurrency offer players a myriad of advantages over traditional platforms, including transparency, enhanced security, and the convenience of faster and cheaper transactions.
As a music studio owner, you know that every melody has its rhythm, and the same goes for your business flow. But when it comes to students, the real art is not just attracting new faces—it’s about keeping them coming back for more. Crafting strategies for customer retention is like composing a hit song; it requires attention to detail, creativity, and some personal flair.
The efficiency of a company’s mailroom operations can significantly contribute to its overall productivity and customer satisfaction. An organized and well-managed mailroom ensures timely distribution and dispatch of mail, preventing delays and miscommunications. This guide aims to provide comprehensive solutions that can be implemented to streamline mailroom operations, ensuring smooth and seamless workflows.
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