Beyond Philosophy

MARCH 28, 2024

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.

CRM 195

CRM Sales Customer Experience Management 195

AWS Machine Learning

MARCH 28, 2024

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.

Telecommunications 133

Telecommunications Healthcare Transportation Accountability 133

ConvergeOne

MARCH 28, 2024

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.

Enterprise 111

Enterprise Technology 111

AWS Machine Learning

MARCH 28, 2024

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

Finance 122

Finance Metrics Banking Engineering 122

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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

Upstream Works

MARCH 28, 2024

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.

Contact Center 78

Contact Center 78

Interactions

MARCH 28, 2024

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

Surveys 62

Surveys Contact Center Customer centricity Chatbots 62

delighted

MARCH 28, 2024

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.

Surveys 64

Surveys Feedback Personalization Management 64

Cisco - Contact Center

MARCH 28, 2024

Global greenhouse gas emissions in the tech sector are significant as they are on par or larger than that of the aviation industry.

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95

TeamSupport

MARCH 28, 2024

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.

Customer Service 52

Customer Service Self service Customer centricity Chatbots 52

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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

IdeasUnlimited

MARCH 28, 2024

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.

Call Center 52

Call Center Benchmark Best practices Customer Support 52

TeamSupport

MARCH 28, 2024

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.

Customer Service 52

Customer Service Self service Customer centricity Chatbots 52

Working Solutions

MARCH 28, 2024

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.

Customer Experience 52

Customer Experience 52

CSM Magazine

MARCH 28, 2024

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.

Contact Center 52

Contact Center Morale Call Center Feedback 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

Cisco - Contact Center

MARCH 28, 2024

In the dynamic landscape of the technology sector, gender diversity remains a significant challenge.

Technology 86

Technology 86

CSM Magazine

MARCH 28, 2024

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.

Sales 52

Sales Accountability Customer Service Management 52

Brad Cleveland Blog

MARCH 28, 2024

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.

Customer Experience 26

Customer Experience Customer Service 26

CSM Magazine

MARCH 28, 2024

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.

Customer Support 52

Customer Support Education Chatbots Accountability 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

Brad Cleveland Blog

MARCH 28, 2024

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.

Customer Experience 26

Customer Experience Customer Service 26

CSM Magazine

MARCH 28, 2024

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.

Customer retention 52

Customer retention Finance Personalization Management 52

CSM Magazine

MARCH 28, 2024

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.

industry standards 52

industry standards Education Technology Accountability 52