ShepHyken
OCTOBER 2, 2023
Top Takeaways: Outsourcing customer service and support functions can be an effective strategy for businesses, especially startups, to offload non-core tasks and focus on their core competencies. It can be beneficial as it allows companies to provide 24/7 support and access to properly trained professionals, even if they are not direct employees of the company.
AWS Machine Learning
OCTOBER 2, 2023
Today, we are excited to announce Code Llama foundation models, developed by Meta, are available for customers through Amazon SageMaker JumpStart to deploy with one click for running inference. Code Llama is a state-of-the-art large language model (LLM) capable of generating code and natural language about code from both code and natural language prompts.
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TechSee
OCTOBER 2, 2023
In the world of customer loyalty, service is the currency paid. It’s a fundamental truth backed by decades of research – when mistakes happen, customers expect service providers to step up and help them make the most of their offerings. The rare 30-year customer embodies this loyalty, having been part of the company’s successes and growing pains.
AWS Machine Learning
OCTOBER 2, 2023
In Part 1 of this series, we drafted an architecture for an end-to-end MLOps pipeline for a visual quality inspection use case at the edge. It is architected to automate the entire machine learning (ML) process, from data labeling to model training and deployment at the edge. The focus on managed and serverless services reduces the need to operate infrastructure for your pipeline and allows you to get started quickly.
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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.
NobelBiz
OCTOBER 2, 2023
In the domain of contact centers, the paramount focus lies in ensuring streamlined and effective communication with clients. Integrated ticketing systems serve as the backbone for achieving this feat. When approached from a contact center perspective, these systems not only manage and monitor customer inquiries but also harmonize the operational flow, thereby optimizing customer experience.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
AnomalySquared
OCTOBER 2, 2023
In today's fast-paced business world, customer engagement has become a crucial factor for the success of any organization. Engaged customers are more loyal, spend more, and promote your brand to others. While there are various strategies to improve customer engagement, one that stands out is call center outsourcing. Here we'll explore how outsourcing your call center operations can be a game-changer in enhancing customer engagement.
AWS Machine Learning
OCTOBER 2, 2023
This is Part 3 of our series where we design and implement an MLOps pipeline for visual quality inspection at the edge. In this post, we focus on how to automate the edge deployment part of the end-to-end MLOps pipeline. We show you how to use AWS IoT Greengrass to manage model inference at the edge and how to automate the process using AWS Step Functions and other AWS services.
Nuance
OCTOBER 2, 2023
… Introducing two new Conversational AI Services Read More » The post Introducing two new Conversational AI Services appeared first on What’s Next blog.
Cisco - Contact Center
OCTOBER 2, 2023
From golf clubs to cars, the world is becoming more hybrid every day. That’s especially true with hybrid work.
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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.
SmartAction
OCTOBER 2, 2023
FORT WORTH, Texas, August 8, 2023 SmartAction, a leading provider of AI-powered virtual agents for customer-obsessed brands, is thrilled to announce the appointment of its dynamic go-to-market team, a strategic alliance aimed at accelerating new growth opportunities and bolstering customer satisfaction. The team will be spearheaded by three industry experts: Ashley Bard as Head of Marketing, Jay Lee as Head of Sales, and Aaron Acree as Head of Channel.
Cisco - Contact Center
OCTOBER 2, 2023
Co-authored by Stephen Lawrence , Head of Global SMB, Distribution & E-commerce Marketing Cisco Partners, have we got news for you!
SmartAction
OCTOBER 2, 2023
FORT WORTH, Texas, September 21 , 2023 SmartAction, a leading provider of AI-powered virtual agents for customer-obsessed brands, is pleased to announce a strategic partnership with Henry Schein, Inc., through which the companies will collaborate to bring cutting-edge AI technology to healthcare providers looking to automate their voice channel administrative activities.
Cisco - Contact Center
OCTOBER 2, 2023
Many Cisco partners have achieved outstanding success selling managed Meraki-based services to their SMB customers in support of fast and dependable connectivity.
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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.
Global Response
OCTOBER 2, 2023
Does call center etiquette matter? The short answer: yes. The long answer? Consider these two scenarios : On one hand, you have Company A. They have a call center and provide quick, efficient service to their customers, but their agents are known for being hasty, serious and unfeeling. If you have an easy question, you’ll likely get a solution quickly; but if you have a more complicated problem, you shouldn’t expect any sympathy or accommodation from them.
Cisco - Contact Center
OCTOBER 2, 2023
The new school year is starting, students and faculty flock back to campus excited for the upcoming year of learning, connecting, and challenges to overcome.
Global Response
OCTOBER 2, 2023
Managing the reputation of your brand isn’t easy—and when you add the internet into the mix, it gets ever harder. Consider just some of the factors that make this challenging: Things move quickly on the internet, and virality—for better or for worse—can be achieved literally overnight. The volume of online interactions can be impossible for small teams to manage.
Cisco - Contact Center
OCTOBER 2, 2023
When our DevNet team found out about sponsoring API Summit by Kong (or as I like to say “The artist formerly known as Kong Summit”) we jumped at the chance.
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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.
DMG Consulting
OCTOBER 2, 2023
Are phone calls going away? Donna Fluss discusses a frequent question she receives about whether or not phone calls will be a thing of the past. The post Are phone calls going away? appeared first on DMG Consulting.
Cisco - Contact Center
OCTOBER 2, 2023
Russell (Rusty) Smith is a Senior Director in Cisco’s Digital Impact Office I grew up in a small town. My mom worked as an assistant for the city administrator.
DMG Consulting
OCTOBER 2, 2023
MEDIA ALERT DMG Consulting Releases Special Edition Report – Generative AI: A New Paradigm for Contact Centers and Customer Service Use cases, advantages, risks, what’s real, and what’s next Who: DMG Consulting LLC, a leading provider of contact center, back-office, and real-time analytics market research and consulting services What: Releases Special Edition Report, Generative AI: A New Paradigm for Contact Centers and Customer Service When: Today, 27 September 2023 Where: Available at the DM
CSM Magazine
OCTOBER 2, 2023
BigChange has announced ‘Walkthrough Guides’ to make it easier to introduce new software. As companies switch from paper or older software systems, using new software can be daunting for staff, so BigChange has developed simple pop-up guides to take new users through the software step-by-step. BigChange is an all-in-one job management system that typically replaces a series of separate systems.
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
OCTOBER 2, 2023
It is CX Day , and it is time to celebrate!
Horizon CX
OCTOBER 2, 2023
The Frontline Experience Gap – Competence, Supervision, and Data by Scott Gilbey “I help identify customer and employee experience gaps that adversely impact the frontline. Then we create opportunities by fixing those gaps. Experience improves and so does P&L. The frontline experience gap has three dimensions—Competence, Supervision, and Data and here I am at the frontline with the following scenarios for you to consider.
Working Solutions
OCTOBER 2, 2023
In today’s hyper-competitive business landscape, delivering exceptional customer experiences is not just a nice-to-have; it’s a necessity. The bar for customer expectations is continually rising, and consumers are demanding more personalized interactions with the brands they engage with.
Ann Michaels and Associates
OCTOBER 2, 2023
An employee’s body language can have a significant impact on customer service. Nonverbal cues, such as facial expressions, gestures, posture, and tone of voice, can convey a lot of information to customers and influence their perception of the service they receive. How Employees’ Body Language Can Impact Customer Service First Impressions : When a customer interacts with an employee, the initial impression is often formed based on body language.
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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.
SmartKarrot
OCTOBER 2, 2023
In today’s highly competitive business landscape, retaining customers has become more critical than ever. Churn—the rate at which customers stop using a product or service—is a challenge many businesses face. But, with the right strategies and approach, you can significantly reduce churn rates and drive long-term customer success. In this post, we list out 15 key points in a customer life-cycle journey to cut churn rates by half. 1.
SmartKarrot
OCTOBER 2, 2023
In the outcome-driven world, creating a customer success playbook that resonates is not merely a strategy; it’s an art. It requires vision, knowledge, determination, and iterations to get a highly effective playbook. A well-crafted playbook serves as a north star for customer success teams that produce consistent results. Based on the business, organization maturity, and past experiences playbooks can be very different in serving the same needs.
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