Beyond Philosophy

MAY 2, 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: One of our podcast listeners stumped me a bit with a recent question. Sonia Montella asked for a detailed explanation of customer loyalty and why we need it. I decided that such a good question deserved a good answer or, at least, the best possible answer I had.

Construction 195

Construction Personalization 195

AWS Machine Learning

MAY 2, 2024

Today, we’re excited to announce the availability of Meta Llama 3 inference on AWS Trainium and AWS Inferentia based instances in Amazon SageMaker JumpStart. The Meta Llama 3 models are a collection of pre-trained and fine-tuned generative text models. Amazon Elastic Compute Cloud (Amazon EC2) Trn1 and Inf2 instances, powered by AWS Trainium and AWS Inferentia2, provide the most cost-effective way to deploy Llama 3 models on AWS.

Chatbots 130

Chatbots Engineering 130

MiaRec

MAY 2, 2024

Did you know that a 5% reduction in customer churn can lead to a profit increase of 25% to 125%, or that businesses have to spend five times more to acquire a new customer than to retain an existing one, according to the HBR? Contact centers equipped with effective training and the right tools can empower agents to resolve issues efficiently and provide a positive and personalized experience.

Contact Center 105

Contact Center Personalization Quality management Management 105

AWS Machine Learning

MAY 2, 2024

Embeddings are integral to various natural language processing (NLP) applications, and their quality is crucial for optimal performance. They are commonly used in knowledge bases to represent textual data as dense vectors, enabling efficient similarity search and retrieval. In Retrieval Augmented Generation (RAG), embeddings are used to retrieve relevant passages from a corpus to provide context for language models to generate informed, knowledge-grounded responses.

Benchmark 127

Benchmark Metrics Enterprise APIs 127

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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

Cisco - Contact Center

MAY 2, 2024

Today, two of Cisco’s Catalyst line of switches, C9200-L and C9300-48P , are officially ENERGY STAR ® certified by the U.S. Environmental Protection Agency.

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Cisco - Contact Center

MAY 2, 2024

Get AI-ready with sessions on the latest solution advancements Visit the DevNet Zone at Cisco Live Register for sessions With the advent of multi-cloud architectures, microservices, and AI supported … Read more on Cisco Blogs

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AWS Machine Learning

MAY 2, 2024

As more powerful large language models (LLMs) are used to perform a variety of tasks with greater accuracy, the number of applications and services that are being built with generative artificial intelligence (AI) is also growing. With great power comes responsibility, and organizations want to make sure that these LLMs produce responses that align with their organizational values and provide the same unique experience they always intended for their end-customers.

Feedback 112

Feedback Chatbots Benchmark Government 112

PeopleMetrics

MAY 2, 2024

Imagine making crucial business decisions based on data where nearly half of the responses might be unreliable. Recent findings show that 46% of respondents from some large online panel providers deliver poor-quality data! Examples include respondents who claim their medical expenses are 16 times higher than reality and others who speed through a detailed 203-word concept in just 11 seconds.

B2B 71

B2B Marketing Surveys Customer centricity 71

Cisco - Contact Center

MAY 2, 2024

New technologies are helping institutions create student-centric experiences that can improve retention, plus help promote their school’s brand in a positive way to attract new students (and even f… Read more on Cisco Blogs

Technology 93

Technology Education 93

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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

DMG Consulting

MAY 2, 2024

Making Self-Service More Intelligent View this article on the publisher’s website Omnichannel self-service solutions are a requirement for companies that want to deliver a cost-effective and consistently outstanding customer experience (CX). Intelligent virtual agents (IVAs)—a.k.a. chatbots, voicebots, or just plain bots—can automate many tasks and inquiries previously handled by live agents, reducing operating expenses.

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Self service Virtual Agent Contact Center CRM 59

Cisco - Contact Center

MAY 2, 2024

For nearly two decades, Cisco and Red Hat have collaborated on integrated, industry-leading solutions to optimize IT infrastructure.

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ViiBE Blog

MAY 2, 2024

In a world where connectivity is paramount, telecommunications companies are constantly seeking innovative ways to optimize customer experience. One of the recent technological advancements revolutionizing this field is remote visual support. By enabling real-time visual communication between technicians and customers, remote visual support offers significant potential to enhance service quality in telecommunications.

Telecommunications 52

Telecommunications Customer Experience Technical Support Customer retention 52

CSM Magazine

MAY 2, 2024

Zenarate, a leading SaaS provider of AI-powered skill-based learning and development for customer-facing agents, today announced the next generation of their personalized AI Coach platform. With the industry’s first full lifecycle platform powered by AI skill-based simulation, new and tenured agents receive personalized learning journeys with simulation training and gamification, real-time performance feedback, and the ability to track their skill-building progress.

Gamification 52

Gamification Coaching Scripts SaaS 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

ViiBE Blog

MAY 2, 2024

In a world where connectivity is paramount, telecommunications companies are constantly seeking innovative ways to optimize customer experience. One of the recent technological advancements revolutionizing this field is remote visual support. By enabling real-time visual communication between technicians and customers, remote visual support offers significant potential to enhance service quality in telecommunications.

Telecommunications 52

Telecommunications Customer Experience Technical Support Customer retention 52

ChurnZero

MAY 2, 2024

The 2024 B2B SaaS Benchmarking Survey by SaaS Capital is the most comprehensive and up-to-date source of its kind for SaaS and customer success leaders who want to know where they stand compared to peers and competitors. Last month, ChurnZero CEO You Mon Tsang and SaaS Capital managing director Rob Belcher dug into the findings of the latest survey—now in its 13th year—to unpack its data and what it means for CS teams.

SaaS 52

SaaS Benchmark B2B Surveys 52

CSM Magazine

MAY 2, 2024

Automated communication systems are designed to streamline and improve communication processes in businesses, especially for those that handle a large volume of customer interactions. Automated systems take over routine tasks such as sending out emails, answering simple queries, and directing calls, freeing up employees for more complex roles. They’re not just about efficiency, though.

Education 52

Education Feedback Personalization Metrics 52

Unymira

MAY 2, 2024

Regular upgrades of Pega software are important to take advantage of the many benefits and improvements. Each new release brings exciting new features, enhancements, and innovations. Upgrading gives you access to these new features, which can help you streamline business processes, improve the user experience, and keep pace with the latest technology trends.

Technology 52

Technology Consulting Consulting 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

Cisco - Contact Center

MAY 2, 2024

Ying Ying Yang migrated to Australia from China with qualifications as an electrical engineer, and confronted a challenge that many new migrants do: a language barrier.

Engineering 52

Engineering 52

CSM Magazine

MAY 2, 2024

Attracting customers through different strategies is a constant battle for many businesses, and online gaming is no exception. Since this industry is booming right now, many platforms are offering flashy graphics, hot promotions, and new games to attract customers. This has become the main reason for gaming businesses to be unique, as they can easily grab the attention of potential customers.

Customer Service 52

Customer Service Self service Feedback Customer Support 52

Cisco - Contact Center

MAY 2, 2024

The dust has settled on another NAB event, but I’m inspired by the feedback we got from so many customers and partners at the event.

Feedback 52

Feedback Entertainment 52

Go Hire- ContactCenter

MAY 2, 2024

[vc_row row_padd="md-padding"][vc_column][vc_column_text] 13 Creative Recruiting Ideas to Attract Talent [/vc_column_text][/vc_column][/vc_row][vc_row][vc_column][vc_column_text] Recruiting in today’s environment can be challenging, but using creative recruiting ideas to attract talent isn't hard, it just takes some analysis and out-of-the-box recruiting strategies.

Engineering 52

Engineering Marketing Benchmark Advertising 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