AWS Machine Learning

MAY 1, 2024

Numerous customers face challenges in managing diverse data sources and seek a chatbot solution capable of orchestrating these sources to offer comprehensive answers. This post presents a solution for developing a chatbot capable of answering queries from both documentation and databases, with straightforward deployment. Amazon Bedrock is a fully managed service that offers a choice of high-performing foundation models (FMs) from leading AI companies like AI21 Labs, Anthropic, Cohere, Meta, Stab

Chatbots 126

Chatbots APIs Engineering Automotive 126

VirtualPBX

MAY 1, 2024

In the ever-evolving landscape of office communication, staying ahead means embracing innovation that seamlessly integrates with your existing infrastructure. We understands this need intimately. That’s why we’re thrilled to introduce the newest lineup in our hardware store of Yealink WiFi Desk Phones, the perfect complement to our contact center and business phone plans.

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voip Contact Center Accountability 105

AWS Machine Learning

MAY 1, 2024

Imagine harnessing the power of advanced language models to understand and respond to your customers’ inquiries. Amazon Bedrock , a fully managed service providing access to such models, makes this possible. Fine-tuning large language models (LLMs) on domain-specific data supercharges tasks like answering product questions or generating relevant content.

APIs 124

APIs SaaS Accountability Chatbots 124

Cisco - Contact Center

MAY 1, 2024

Did you ever ask ChatGPT how it was programmed? Or which programming language might be useful when you are about to create or test new AI application features?

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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

AWS Machine Learning

MAY 1, 2024

Organizations often offer support in multiple languages, saying “contact us for translations.” However, customers who don’t speak the predominant language often don’t know that translations are available or how to request them. This can lead to poor customer experience and lost business. A better approach is proactively providing information in multiple languages so customers can access it directly.

APIs 122

APIs Construction Best practices Technology 122

AWS Machine Learning

MAY 1, 2024

Large language models (LLMs) are making a significant impact in the realm of artificial intelligence (AI). Their impressive generative abilities have led to widespread adoption across various sectors and use cases, including content generation, sentiment analysis, chatbot development, and virtual assistant technology. Llama2 by Meta is an example of an LLM offered by AWS.

Scripts 115

Scripts Best practices Engineering Management 115

delighted

MAY 1, 2024

First impressions matter, especially those that new hires form on their first day. Did they feel welcomed? Were clear expectations set? Asking new hires about their onboarding experience can reveal powerful insights that help set employees up for success from the moment they start with your company and beyond. To glean these insights, you need to understand what an onboarding survey is, why it is important, which onboarding survey questions to ask, and the best practices for onboarding new emplo

Surveys 67

Surveys Employee engagement Best practices Feedback 67

Cisco - Contact Center

MAY 1, 2024

Hannover Messe is an event focused on “what’s next” for manufacturers. It’s an opportunity to showcase our innovation, sustainability, and business value.

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Tethr

MAY 1, 2024

How to improve your chatbot's efficiency and performance with insights from conversation intelligence.

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Chatbots 82

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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

SQM Group

MAY 1, 2024

This blog explores how integrating emotional intelligence in the call center can have a tangible impact on overall service quality.

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Call Center Customer Service 63

Real Blue Sky

MAY 1, 2024

We’re excited to share that Bryant Richardson was a featured speaker at the recent ICMI Digital Experience! His session, “ Future-Proof Customer Contact: Your Guide to Reskilling and Upskilling ,” provided valuable insights into the skills needed to navigate the rapidly evolving customer service landscape. Bryant explored the key drivers behind the need for reskilling and upskilling in contact centers, including shifting customer and employee expectations and the fast-paced evolution of te

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Contact Center Technology Customer Service Customer Experience 52

Zappix

MAY 1, 2024

Zappix transforms the user journey during customer service interactions – engaging through Digital Outreach, deflecting inbound inquiries using Digital Self-service, and optimizing agents’ activities using Digital Agent Assist. The cloud-based platform enables workflow automation, rapid developments, and integration to back-end systems and provides an actionable Analytics Suite.

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Self service Analytics Customer Service 52

TCN

MAY 1, 2024

If telemarketing were a game, with contact centers on one team and consumers on another, The post Understanding Auto Dialers and Do Not Call Lists in TCPA Compliance appeared first on TCN.

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Telemarketing Contact Center call center software Call Center 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

Zappix

MAY 1, 2024

Revolutionize your customer engagement with our cutting-edge technology engine. This innovative solution empowers enterprises to effortlessly connect with their customers through targeted text messages, emails, and even automated robocalls, all seamlessly orchestrated by automated workflows. The post Digital Outreach appeared first on Zappix.

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Engineering Enterprise Technology 52

Calltools

MAY 1, 2024

Many candidates use political dialing campaigns, also known as phone banking, to reach out to their constituents. Setting up a successful political phone banking campaign requires much more than just signing up campaign volunteers to make the calls. You have to choose the right calling tools and ensure your campaign abides by federal and state regulations, too.

Banking 52

Banking Scripts Call Center Government 52

Zappix

MAY 1, 2024

Empower your customers and revolutionize your customer service experience with Zappix’s omnichannel Digital Self-Service. This innovative solution enables enterprises to seamlessly implement self-service options, reducing costs, improving customer experience, and enhancing overall operational efficiency. The post Digital Self-Service appeared first on Zappix.

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Self service Enterprise Customer Experience Customer Service 52

SQM Group

MAY 1, 2024

AI is a significant player in call center customer experience but what are the perceived risks that customers and call center industry leaders are wary of?

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Call Center Customer Experience 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

Zappix

MAY 1, 2024

Revolutionize customer engagement with Zappix’s innovative solution to empower agents, enhance call handling, and elevate customer satisfaction. Digital Agent Assist delivers digital self-service automation tools from the agents directly to customers via text and email messages, providing a seamless and efficient interaction experience. The post Digital Agent Assist appeared first on Zappix.

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Self service 52

SQM Group

MAY 1, 2024

Recognizing the various types of customers your business interacts with is a fundamental skill for creating effective customer support strategies.

Customer Support 52

Customer Support 52

Zappix

MAY 1, 2024

This week we sat down with Zappix President & CEO Yossi Abraham to discuss the top trends shaping contact centers in 2024. Discover insights on AI-driven automation, customer experience innovation, agent empowerment, and more. Watch now to stay ahead in the contact center world! The post 2024 Contact Center Trends- Yossi Abraham appeared first on Zappix.

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Contact Center Agent Empowerment Customer Experience 52

SQM Group

MAY 1, 2024

Recognizing the various types of customers your business interacts with is a fundamental skill for creating effective customer support strategies.

Customer Support 52

Customer Support 52

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!

Customer Experience

Zappix

MAY 1, 2024

Artificial intelligence (AI) has become a central component in the digital landscape, transforming how businesses and consumers interact. From personalized recommendations to automated customer service, AI is reshaping digital engagement in innovative and transformative ways. This blog explores how AI impacts the connection between businesses and consumers, highlighting key trends and benefits to both sides.

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Chatbots Advertising Wait times Analytics 52

SQM Group

MAY 1, 2024

SQM's on-demand agent self-CX soft skills training empowers agents to take charge of their professional development.

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TeamSupport

MAY 1, 2024

In the ever-evolving landscape of customer service software, TeamSupport stands out with its dedicated focus on enriching customer support. It differs from other platforms by emphasizing a holistic approach to each customer interaction. Zendesk, another significant name in this space, also provides robust solutions for customer service. Let’s discuss TeamSupport's specialized features, illustrating how it eclipses the standard offerings by providing an in-depth, value-driven service at a more ac

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Customer Support Customer centricity Service level Personalization 40

SQM Group

MAY 1, 2024

The AER method helps call center agents handle customer problems in a way that makes them feel heard and cared for.

Call Center 52

Call Center 52

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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

SQM Group

MAY 1, 2024

Delivering an exceptional customer experience isn't just a goal—it's a necessity.

Best practices 52

Best practices Call Center Analytics Customer Experience 52

SQM Group

MAY 1, 2024

High-quality customer support is crucial in today's competitive marketplace.

Call Center 52

Call Center Customer Support 52

SQM Group

MAY 1, 2024

Companies must prioritize enhancing CX to foster customer satisfaction and loyalty.

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Call Center 40