Vistio

AUGUST 26, 2024

From chatbots that handle routine queries to machine learning algorithms that predict customer needs, AI is transforming the way we engage with customers. However, as we embrace this technological revolution, it’s crucial not to lose sight of the human element that remains essential to a successful AI strategy. Human oversight in AI implementations is not just a safeguard—it’s the key to unlocking the full potential of AI in contact centers.

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Customer Service Best practices Contact Center Metrics 52

Callminer

AUGUST 26, 2024

Learn how the call center has been modernized with call center training software that monitors agent performance, provides continuous data insights, and supports agents with immediate feedback.

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Call Center Feedback 182

TechSee

AUGUST 26, 2024

Call centers are the frontline of customer service for many businesses. Providing excellent service in call centers is crucial for maintaining customer satisfaction and loyalty. However, call centers face a variety of challenges that can prevent them from delivering the best possible service. In this blog post, we will explore these pain points, discuss best practices, and describe how AI and automation can not only improve call center customer service – they can revolutionize it.

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Call Center Customer Service Average Handle Time Interactive Voice Response 124

Cisco - Contact Center

AUGUST 26, 2024

Cisco announces a significant step in securing the AI-driven enterprise with intent to acquire Robust Intelligence, Inc., a trailblazing company at the forefront of AI security solutions.

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Enterprise 98

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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

Acquire BPO

AUGUST 26, 2024

Madison Herubin Vice President of Accounts at Idea Grove acquirebpo@ideagrove.com 70% of consumers would consider a different brand after one bad AI customer service experience, according to a new survey from Acquire BPO IRVING, Texas–As companies increasingly turn to AI-powered customer service to reduce costs and increase efficiency, they risk alienating a large portion of their customer base if the customer experience is compromised, according to new survey from Acquire BPO , a global leader

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Business Process Outsourcing Chatbots Transportation outsourcing 52

Acquire BPO

AUGUST 26, 2024

One Bad AI Experience Could Drive Customers Away, Acquire BPO Study Warns 70% of consumers would consider a different brand after one bad AI customer service experience, according to a new survey from Acquire BPO IRVING, Texas–As companies increasingly turn to AI-powered customer service to reduce costs and increase efficiency, they risk alienating a large portion of their customer base if the customer experience is compromised, according to new survey from Acquire BPO , a global leader in cus

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Surveys Business Process Outsourcing Chatbots Transportation 52

Cisco - Contact Center

AUGUST 26, 2024

The progress and pioneers we celebrate today are a testament to the resilience, innovation, and determination of countless women who have paved the way.

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CSM Magazine

AUGUST 26, 2024

Search Engine Optimization (SEO) is often seen as a tool primarily for improving website visibility and driving traffic. However, its benefits extend beyond search engine rankings. When implemented effectively, SEO can significantly enhance the customer experience (CX). Here’s how: 1. Faster Page Load Times One of the critical factors in SEO is page speed.

Customer Experience 52

Customer Experience Engineering Personalization 52

DMG Consulting

AUGUST 26, 2024

GenAI Is Revolutionizing Conversation Analytics View this article on the publisher’s website The conversation analytics IT sector is strong and picking up momentum, due in large part to generative artificial intelligence (genAI)’s contributions. These solutions, first known as speech or text analytics and later as interaction analytics, have changed much more than their name.

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Analytics Contact Center Quality management Calibration 48

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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

Concentrix

AUGUST 26, 2024

Discover a new path to business process transformation using generative AI for low cost and low effort rapid prototyping.

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Automotive Transportation Engineering Government 48

AWS Machine Learning

AUGUST 26, 2024

In today’s world, effective communication is essential for fostering inclusivity and breaking down barriers. However, for individuals who rely on visual communication methods like American Sign Language (ASL), traditional communication tools often fall short. That’s where GenASL comes in. GenASL is a generative artificial intelligence (AI) -powered solution that translates speech or text into expressive ASL avatar animations, bridging the gap between spoken and written language and sign language

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APIs Calibration Best practices Healthcare 111

Concentrix

AUGUST 26, 2024

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AWS Machine Learning

AUGUST 26, 2024

At AWS, we are transforming our seller and customer journeys by using generative artificial intelligence (AI) across the sales lifecycle. We envision a future where AI seamlessly integrates into our teams’ workflows, automating repetitive tasks, providing intelligent recommendations, and freeing up time for more strategic, high-value interactions. Our field organization includes customer-facing teams (account managers, solutions architects, specialists) and internal support functions (sales oper

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience